Escalations Engineer 1

 What You’ll Do

• Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.

• Drives escalations to resolution, collaborates with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on technical/resolution path

• Proactively analyses product defects/bugs/trends, serves as the customer champion driving improvement opportunities on behalf of the customer 

• Validates and qualifies customer issues and business impact which may require collaboration with more senior level team members

• Contributes to the SOTI knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention

Qualifications

• Strong written and verbal communication skills as well as excellent listening skills 

• Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment

• Seeks appropriate input when making decisions, and effectively uses cross-functional relationships to achieve results

• Can work with minimal supervision, takes the initiative - acting to change the direction of events when it is in the best interest of the business and the customer

• High levels of personal accountability, strong work ethic and value system, professional credibility well established with all stakeholders

• Demonstrates a clear commitment towards respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision

Experience You’ll Bring

• Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience 

• Windows Active Directory

• Certificate Management (PKI infrastructure)                             

• Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows or Android)

• Understanding of EMM (Enterprise Mobility Management)

• Knowledge of current mobile device trends

• Knowledge of Android Enterprise

• Understanding of Mail clients, SharePoint, Proxy Server

• MS-SQL scripting

• Understanding of client-server architecture

• Experience with server configuration a plus: Windows Server 2016 / 2019 / 2022, Web server platforms (IIS)

• Exchange 2019/O365 or Google apps for business

• The position requires 4+ years of IT, 2 years of MDM experience and/or a bachelor’s degree in a related field

• SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)         

Note: Should have experience in MDM - mandate

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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.