Escalations Engineer 1

3 weeks ago

India Cochin Kochi Ernakulam SOTI Full time

Job Description

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.

What You'll Do

- Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.
- Drives escalations to resolution, collaborates with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on technical/resolution path
- Proactively analyses product defects/bugs/trends, serves as the customer champion driving improvement opportunities on behalf of the customer
- Validates and qualifies customer issues and business impact which may require collaboration with more senior level team members
- Contributes to the SOTI knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention

Qualifications

- Strong written and verbal communication skills as well as excellent listening skills
- Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment
- Seeks appropriate input when making decisions, and effectively uses cross-functional relationships to achieve results
- Can work with minimal supervision, takes the initiative - acting to change the direction of events when it is in the best interest of the business and the customer
- High levels of personal accountability, strong work ethic and value system, professional credibility well established with all stakeholders
- Demonstrates a clear commitment towards respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision

Experience You'll Bring

- Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience
- Windows Active Directory
- Certificate Management (PKI infrastructure)
- Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows or Android)
- Understanding of EMM (Enterprise Mobility Management)
- Knowledge of current mobile device trends
- Knowledge of Android Enterprise
- Understanding of Mail clients, SharePoint, Proxy Server
- MS-SQL scripting
- Understanding of client-server architecture
- Experience with server configuration a plus: Windows Server 2016 / 2019 / 2022, Web server platforms (IIS)
- Exchange 2019/O365 or Google apps for business
- The position requires 4+ years of IT, 2 years of MDM experience and/or a bachelor's degree in a related field
- SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)

Note: Should have experience in MDM - mandate

If you want to bring your ideas to life, apply at SOTI today.

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.

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