Technical Lead, Technical Support

7 months ago

Mississauga, Canada SOTI Inc. Full time

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.

Job Title: Technical Lead, Technical Support

Location: Mississauga (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.

What We’re Looking For

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 are an educated professional at an early stage of your career. 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 and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

What You’ll Do
- Responsible for leading a 7-11 person technical team, assigning and monitoring tasks, and reporting on status & progress.
- Conducts one-on-one meetings with all agents on technical team for coaching, mentoring and career progression.
- 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.
- Performance reporting through tracking of technical team KPIs monthly
- Work with leadership team on projects and escalations as required
- Some travel, local and international may be required in a supporting role for events.

Experience You’ll Bring
- 2-3 years’ experience acting as a technical team lead
- Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
- Outstanding verbal and written communication skills in English
- Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Sub netting)
- Strong problem solving abilities, strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
- Knowledge of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry)
- Solid troubleshooting skills and logic
- Experience with CRM solutions
- Previous experience working with (MDM) mobile device management solutions is an asset

About SOTI

SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI’s world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.

LI-SN1
- 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 _
- ._
- 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._

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