Technical Support Specialist (Level 3)

Position: Technical Support Specialist (Level 3)

Company: SOTI Inc.

Location: 1950 Meadowvale Blvd, Mississauga, Ontario, L5N 8L9 Canada

Terms of Employment: Permanent / Full-time

Hours: 40 hours / week

Benefits: Eligible for group health, medical, and dental benefits. Eligible for enrollment in the company’s RRSP plan, employee perks and discounts, and continuing education opportunities.

Who We Are:
At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for unconventional thinkers who appreciate the art of creating great software.
To us, being visionary is more important than doing things the way they’ve always been done.

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.

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.

Duties:

• You will be a strong contributor to the technical support team providing expert level technical problem-solving advice and will be routinely sought after to address extremely complex and critical customer issues
• 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 software
• Serve as a technical escalation consultant, supervisor and mentor to Level 1 and Level 2 support personnel
• Communicate online, over the phone, or in person with users experiencing difficulties to determine technical issues and produce accurate and detailed documentation outlining the resolutions
• Work with internal teams to provide advice and training to users for identified difficulties, as well as developing and documenting new product features, changes and improvements
• Participate in cross-functional teams when deemed necessary by management, including participation in application and software redesign
• Perform other duties outside of the above scope as directed by management

Requirements:

• Degree or diploma in Computer Networking, Information Technology, Computer Science, or related technical discipline.
• Minimum 2+ years in a technical support or IT operations role.
• Networking knowledge with a solid understanding of the OSI model, TCP/IP, VPNs, firewalls, subnetting, and network protocols.
• Knowledge of operating systems and hands-on experience with Windows and Linux server administration, including system logs and permissions.
• Advanced knowledge of mobile platforms such as Android, iOS, Windows Mobile, and legacy platforms like Windows CE.
• Advanced cloud knowledge of AWS and/or Azure environments, including infrastructure management and access control.
• Strong database experience with SQL Server, including performance tuning, query optimization, and backups.
• Strong knowledge of network security, threats and vulnerabilities, cryptography, access control, and application security.
• Tools & Automation:
  • Proficiency in ticketing systems including Salesforce, JIRA and Service Now.
  • Exposure to monitoring/logging tools (e.g., Splunk, syslog, Datadog, or Nagios).
  • Basic scripting in PowerShell, Bash, or Python is a plus.
  • Proficiency in HTML Application Development
• Communication & Collaboration:
  • Excellent verbal and written communication skills in English.
  • Ability to translate technical concepts for non-technical users.
  • Strong organizational skills with the ability to prioritize tasks and work independently.

#LI-SI1

If you want to bring your ideas to life, apply at SOTI today.
We are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify People & Culture at [email protected].
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.

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.