Technical Support Specialist, Level 2

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 2) 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 1-2 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

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.