Technical Support Specialist, Level 3

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.

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.

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.

Responsibilities

Provide telephone and email based pre-sales and post-sales technical support (Level 3) for our software products

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

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)

Minimum 3-4 years of relevant experience, exceptions for qualified candidates

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

If you want to bring your ideas to life, apply at SOTI today.