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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