Technical Support Specialist Level 1

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

SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team. You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem solving abilities in a fast paced environment, and you are willing to learn, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

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**:

- Investigate issues reported by customers, and communicate with internal product development teams to resolve product issues.
- Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
- Endeavor to respond to all customer requests in a timely manner while improving customer experience
- Some travel, local and international may be required in a supporting role for events.
- Create/assess Jira Tickets for Level 1 specialists and help them in triage process
- Coach and assist Level 1 agents to help them in their regular cases and manage their workload
- Resolution of problem/request logs within contracted SLA targets and ensuring users are regularly updated.

**Qualifications**:

- Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
- Previous knowledge with Windows 8.1, Windows Server 2008/2012 and other technologies (ie SQL / Virtual servers)
- Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry)
- Strong problem solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
- Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
- Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
- Outstanding verbal and written communication skills in English/French/Filipino/German or Vietnamese prefer
- 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._