Escalations Engineer

Escalations Engineer page is loaded## Escalations Engineerlocations : Mississauga, Canada – Meadowvale Office (HQ)time type : Full timeposted on : Posted Yesterdayjob requisition id : R09472## 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 : Escalations Engineer Location : Mississauga, Canada Work Model : 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.*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. 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, collaborate with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on the technical / resolution path* Proactively analyses product defects / bugs / trends and 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* Must demonstrate flexibility to meet the demands of the role, including being available to address critical issues outside regular working hours when required 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, 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, and professional credibility well established with all stakeholders* Demonstrates a clear commitment toward respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision* 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 2012 / 2016 / 2019, Web server platforms (IIS)* Exchange 2016 / 2019 / O365 or Google apps for business* The position requires 4 to 6 years of related 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)#LI-RJ1## 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 careers@soti.net. 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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