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Technical Lead, Technical Support

SOTI
Gurugram, IND
Full-time
Mid · 4+ years experience
Onsite
Discovered 1 weeks ago
Windows 10Windows Server 2012 R2SQLActive SyncLDAPDNS
Free

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Windows 10Windows Server 2012 R2SQL
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Responsibilities

  • 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

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
  • SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers .
  • SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.
  • #LI-BK1

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