Technical Support Associate

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.

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Job Title:  Technical Support Specialist

Position Type: Permanent
Location:  Kochi
Starting Date: ASAP

From start-up to industry leader, the SOTI story is truly inspirational. Our Founder and CEO, Carl Rodrigues, is one of the pioneers of Enterprise Mobility Management. From the beginning, Carl has had a vision of growth and innovation. Employees are driven to make an impact, to offer a unique value and most importantly, be part of a winning team.

What We're Looking For:

At SOTI, our people are our most important resource. We are looking for focused and ambitious engineers from the background of computer networking, information technology, computer science or related technical field to join the team as a Technical Support Specialist.

In this role, you will work with the Technical Support Team managing the current workload from a variety of global clients we help supervise their enterprise mobility management. Within our Technical Support Department, we have a mixture of cultures and technical professionals who work collaboratively to ensure we provide efficient solutions for our customers to guarantee their business functions operate smoothly.

If you are eager to demonstrate your understanding of computer networking principles, problem-solving abilities in a fast-paced environment and you are willing to learn it is a great fit for you. This role offers in depth training & development as well as real career development opportunities. Dependent on your work ethic and how quick you apply yourself you can have a long-lasting for filling career with SOTI, we are at a crucial stage of growth in the business, so the opportunities are endless.

You will be taking part in dynamic stimulating projects with a tailored training plan in place ensuring you continue to learn & develop technical knowledge while also expanding communication and soft skills.

What You'll Do:

• Provide telephone and email based post-sales technical support to our Japanese Speaking customers
• Work in Flexible Shift timing as per the need
• Work on ad-hoc projects, initiatives and other duties as assigned
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution 
• Provide superior customer service regarding our MDM solutions. Diagnose and solve application queries and answer customer questions 
• Use various devices to reproduce customer environments to troubleshoot issues further 
• Endeavor to respond to all customer requests in a timely manner while improving customer experience 

Technical Qualifications:

• Minimum experience of 3-5 years with good exposure in customer handling with different software products.
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting) 
• Previous knowledge with Windows 10, Windows Server 2012 R2/2016 and other technologies (i.e. SQL/Virtual servers) 
• Knowledge of mobile computing platforms (Android, iOS, and Windows)
• Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, Network Access Control is essential
• Knowledge of AD/LDAP and exchange/Domino environments and how to integrate these infrastructure elements with MDM.
• Knowledge of Monitoring, Server backup and networking tools and best practices
• Hands on Experience in configuring High Availability, Load Balancing for Mobile Infrastructure
• Hands-on of LAN, WAN, NAT and DMZ, and related services like DNS, DHCP.
• Hands-on of basic tools to check network performance.
• Hands-on server experience in creating/modifying/deleting users.
• Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc. which helps to perform basic network troubleshooting.
• Hand-on of collecting and reading wire-shark logs.
• Understanding of at least one enterprise-level mobile device management application such as Enterprise Mobility Suite (EMS) / XenMobile/ Mobile Iron/AirWatch/SOTI is preferred.
• Extensive knowledge of Various IP classes and difference between Public and Private IP.
• Overview of MDM technology.
• Understanding of system files like Hosts, Windows Registry.
• Understanding of Well-known ports and Custom ports.
• Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificates.

Soft Skills and Communication

• Previous experience supporting Japanese Speaking Customers.
• Good communication, documentation, and soft skills.
• Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
• Ability to communicate technical issues clearly in person, on the telephone and in written documents.
• Strong customer focus and ability to manage client expectations.

Key traits we're looking for:

• Passionate
• Hunger to learn and develop
• Team player
• Creativity
• Work hard play harder
• Confident communication skills

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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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