Technical Support Lead

Responsibilities

• 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

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