Technical Support Specialist, L3

Job Title: Technical Support Specialist, Level 3

Location: Mississauga, Canada (Hybrid)

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’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 goal line. SOTI is 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 which include leading tech giants that will keep you on the cusp of emerging technologies.

Responsibilities

• Provide telephone and email-based post-sales technical support for our software products

• Investigate issues reported by customers work collaboratively with internal stakeholders and see through to resolution

• Work proactively to update customers by reporting progress regarding outstanding queries

• Endeavor to respond to all customer requests in a timely manner while improving customer experience

• Provide superior customer service in regard to our MDM solutions. Diagnose and solve application queries and answer customer questions

• Use various devices to reproduce customer environments in order to troubleshoot issues further

• Provide subject matter expertise on the implementation and configuration of SOTI software to meet project deliverables, which would include, but not be limited to, such activities as application configuration, application testing and proactively troubleshooting and resolving issues as they arise

• Provide expert level technical support for SOTI’s flagship software MobiControl

• Serve as a technical escalation consultant and mentor to Level 1 and Level 2 support personnel

• Produce accurate and detailed documentation outlining technical issues and resolutions

• Work with internal teams to train, develop and document new product features, changes and improvements

• Participate in cross-functional teams when deemed necessary by management

• Perform other duties outside of the above scope as directed by management

Qualifications

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field

• 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 1- 2 years of relevant experience, with 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

• Outstanding verbal and written communication skills in English

• Fluency in Spanish or French would be an asset

#LI-SI1

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.