Technical Support Specialist Level 2

2 weeks 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.

Job Responsibility
- Provide technical support for SOTI’s software products
- Work in 24x7 Shifts to support our customers globally
- Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
- Use various devices to reproduce customer environments to troubleshoot issues further
- Endeavor to respond to all customer requests promptly while improving customer experience

Communication Skills
- Japanese - Excellent (Verbal and written ) MANDATORY
- English - Business Communication
- Good documentation, and soft skills
- Linear and logical approach toward the issue
- 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-on objectives
- Ability to communicate technical issues clearly in person, on the telephone, and in written documents
- Strong customer focus and ability to manage client expectations
- Excellent communicator and must show resourcefulness in providing a timely and effective solution

Technical Competency
- Minimum experience of 3-5 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 (Good to have)
- MDM Architecture
- Android 0 touch enrollment & its Working
- Apple 0 touch enrollment & its Working
- What is Samsung Knox
- What is Stage Programmer
- VPP (Volume purchase program)
- ABM (apple business manager)
- Auto Pilot
- How to enable Debug mode on an android device

Non-MDM Topics
- LAN, WAN, SWITCH, Router, Load Balancer, NAT, Bridging, and DORA process

In-depth Knowledge of Wireless Networking, Active Sync, LDAP Services, and DNS.
- 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.
- 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.

Qualification

BE\B.Tech, BCA, MCA, or equivalent degree

Minimum 4 years of experience in technical support (MDM experience is mandated)
- 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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