Technical Support Specialist Level 2

3 days ago

Glen Waverley, Australia SOTI Inc. Full time

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.

Who We Are

At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they’ve always been done.

What We’re Looking For

We’re looking for a highly skilled Technical Support Specialist who is responsible for satisfying the needs of new and existing customers in an effort to maximize their experience with SOTI products. This includes, providing technical support, following up on support cases as needed. This position demands a high level of customer service through all interactions as a SOTI representative.

What’s in it for you?

The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun. The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the finish line. At SOTI we have a fast-paced environment with a global reach that encourages you to make your mark and be part of something big The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners including some leading tech giants that will keep you on the cusp of emerging technologies.

**Responsibilities**:

- Installation, Configuration & Management of MDM tool.
- Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs.
- Participate in cross-functional teams and serve as the liaison for Customer Care.
- Resolution of problem/request logs within contracted SLA targets and ensuring users are regularly updated.

Qualification:

- Minimum experience of 2-3 years with good exposure in customer handling with different software products.
- Technical troubleshooting and hands-on experience with iOS & Android devices is required.
- In-depth knowledge of mobile device troubleshooting methods - both client and server-side is required.
- Knowledge of Logs Debuggging would be an added advantage (Android ADB & iOS X-Code logs)
- Good experience in trouble shooting Active Directory
- Hands on working experience with Exchange & WIN Server
- Must have worked extensively with *external customers*
- Comfortable talking with customers.
- Proven experience working on critical system down issues and escalations.
- Fluency in English Language is a must and bi-lingual language skills will be an advantage/preferred.
- 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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