Technical Lead, Technical Support

Role overview

Technical Lead, Technical Support at Soti

If you are eager to prove your understanding of computer networking principles, your strong problem solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

Responsibilities

• o Provide technical support for SOTI's software products o Work in 24x7 Shifts to support our customers globally o Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution o Engage your leads as and when required o Use various devices to reproduce customer environments to troubleshoot issues further o Endeavor to respond to all customer requests promptly while improving customer experience

Required qualifications

• 4-7 years of experience in technical support (MDM experience is mandatory)
• Communication Skills: o Good communication, documentation, and soft skills o Linear and logical approach towards the issue o Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented) o Able to plan, prioritize and organize workload, consistently working within service standards and agreed-on objectives o Ability to communicate technical issues clearly in person, on the telephone, and in written documents o Strong customer focus and ability to manage client expectations o Excellent communicator and must show resourcefulness in providing timely and effective solutions
• Technical Competency: Minimum experience of 4-7 years with good exposure in customer handling of different software products.
• Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies (i.e. SQL/Virtual servers).
• MDM Topics o MDM Architecture o Android 0 touch enrollment & its working o Apple 0 touch enrollment & its working o What is Samsung Knox o What is Stage Programmer o VPP (Volume Purchase Program) o ABM (Apple Business Manager) o Auto Pilot o Supervised device o How to make an iOS device supervised o Usage of Apple Configurator o Steps to collect ADB logs from the devices
• Non-MDM Topics o In-depth knowledge of Wireless Networking (LAN, WAN, Switch, Router, Load Balancer, NAT, Bridging, DORA process), Active Sync, Certificate Services, LDAP Services, DNS and Network Access Control is essential o In-depth knowledge of AD/LDAP and Exchange environments o In-depth knowledge of monitoring, server backup and networking tools, and best practices o Hands-on with basic tools to check network performance o Hands-on server experience in creating/modifying/deleting users o Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc., which help perform basic network troubleshooting o Hands-on collecting and reading Wireshark logs o Extensive knowledge of various IP classes and the difference between public and private IP o Understanding of system files like Hosts and Windows Registry o Understanding of well-known ports and custom ports o Understanding of digital certificates like SSL/TLS/Cipher Suite, Wildcard certificates
• You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers .
• #LI-BK1
• If you want to bring your ideas to life, apply at SOTI today.

Employment details

• Location: Gurgaon [India]

About the employer

• SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
• You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers.
• SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership.

Additional role details

• SOTI does not charge any fees at any stage of the recruitment process.
• SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.
• Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.
• You are an educated professional at an early stage of your career.
• You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service.