Technical Support Specialist-Japanese Bilingual (ZISPL Job No 431)

What You’ll Do

• Provide telephone and email based post-sales technical support to our Japanese Speaking customers
• Work in Flexible Shift timing as per the need
• Work on ad-hoc projects, initiatives and other duties as assigned
• Investigate issues reported by customers and work collaboratively with internal stakeholders and see through to resolution
• Provide superior customer service regarding our MDM solutions. Diagnose and solve application queries and answer customer questions
• Use various devices to reproduce customer environments to troubleshoot issues further
• Endeavor to respond to all customer requests in a timely manner while improving customer experience

Experience You’ll Bring

• Minimum experience of 2-5 years with good exposure in customer handling with different software products.
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
• Previous knowledge with Windows 10, Windows Server 2012 R2/2016 and other technologies (i.e. SQL/Virtual servers)
• Knowledge of mobile computing platforms (Android, iOS, and Windows)
• Knowledge of Wireless Networking, Active Sync, Certificate Services, LDAP Services, Network Access Control is essential
• Knowledge of AD/LDAP and exchange/Domino environments and how to integrate these infrastructure elements with MDM.
• Knowledge of Monitoring, Server backup and networking tools and best practices
• Hands on Experience in configuring High Availability, Load Balancing for Mobile Infrastructure
• Hands-on of LAN, WAN, NAT and DMZ, and related services like DNS, DHCP.
• Hands-on of basic tools to check network performance.
• Hands-on server experience in creating/modifying/deleting users.
• Hands-on understanding of commands like TELNET, NETSTAT, NSLOOKUP, PING, TRACERT, etc. which helps to perform basic network troubleshooting.
• Hand-on of collecting and reading wire-shark logs.
• Understanding of at least one enterprise-level mobile device management application such as Enterprise Mobility Suite (EMS) / XenMobile/ Mobile Iron/AirWatch/SOTI is preferred.
• Extensive knowledge of Various IP classes and difference between Public and Private IP.
• Overview of MDM technology.
• Understanding of system files like Hosts, Windows Registry.
• Understanding of Well-known ports and Custom ports.
• Understanding of Digital certificates like SSL/TLS/Cipher Suite, Wild card certificates
• Soft Skills and Communication
• Previous experience supporting Japanese speaking customers.
• Good communication, documentation, and soft skills.
• 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
• Ability to communicate technical issues clearly in person, on the telephone and in written documents.
• Strong customer focus and ability to manage client expectations.