Technical Support Specialist, Level 1

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• Job Responsibility:
• 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

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 solution

Technical Competency:

• Minimum experience of 2-4 years with good exposure in customer handling different software products.
• Previous knowledge of Windows 10, Windows Server 2012 R2/2016, and other technologies (i.e. SQL/Virtual servers)

MDM topics

• •Definition & Concept
• •Type of devices which can be enrolled
• •Types of enrollment
• •0 touch enrollment
• •ABM (apple business manager)
• •Enrollment & Deployment process
• •BYOD \ COPE
• •MDM Architecture
• •0 touch enrollment - Working
• •VPP (Volume purchase program)
• •APNS (Apple push notification service)
• •WNS (Windows Network Service)
• •Compliance + CA + Configuration Policies

Non-MDM Topics

• •In depth Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, and Network Access Control is essential
• •In depth Knowledge of AD/LDAP and exchange environments
• •In depth Knowledge of Monitoring, Server backup and networking tools, and best practices
• •Hands-on with 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 collecting and reading wire-shark logs.
• •Extensive knowledge of Various IP classes and the difference between Public and Private IP.
• •Understanding of system files like Hosts, and Windows Registry.
• •Understanding of Well-known ports and Custom ports.
• •Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificates.

• Qualification:
• 2-4 years of experience in technical support (MDM experience is mandate)

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