📍 Job Overview

Job Title: Technical Support Specialist, Level 2
Company: SOTI
Location: Mulgrave, VIC Australia (Melbourne, Victoria, Australia)
Job Type: Full-Time, On-Site
Category: Technical Support, Customer Care
Date Posted: August 12, 2025
Experience Level: 0-2 years

🚀 Role Summary

Provide exceptional post-sales technical support for SOTI's mobile device management (MDM) software products.
Serve as the primary point of contact for customers, addressing their technical inquiries and troubleshooting issues.
Collaborate cross-functionally with other teams to ensure customer satisfaction and drive product improvement.
📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a solid understanding of mobile computing platforms and networking principles.

💻 Primary Responsibilities

Customer Support: Provide telephone and email-based technical support to customers, addressing their inquiries and troubleshooting issues.
MDM Tool Management: Install, configure, and manage SOTI's MDM tool, ensuring optimal performance and user satisfaction.
Software Distribution & Configuration: Assist customers with software distribution, data encryption, and corporate email configuration on various mobile devices.
Issue Resolution: Manage, maintain, and troubleshoot mobile solutions, optimizing them to meet customers' evolving needs.
Cross-Functional Collaboration: Liaise with other teams, such as sales and product development, to ensure customer needs are met and to drive product improvement.
SLA Compliance: Ensure that problem/request logs are resolved within contracted Service Level Agreement (SLA) targets, keeping customers regularly updated.

🎓 Skills & Qualifications

Education: A degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.

Experience: A minimum of 1-2 years of relevant experience, with exceptions made for qualified candidates.

Required Skills:

Strong problem-solving abilities
Excellent communication and team collaboration skills
Solid understanding of computer networking principles (OSI model, Firewalls, Network Protocols, Subnetting)
Proficiency in Windows 8.1, Windows Server 2008/2012, and other relevant technologies (SQL, Virtual servers)
Knowledge of mobile computing platforms (Android, iOS, Windows Mobile, Blackberry)
Business-level proficiency in English; bilingual capabilities are an edge

Preferred Skills:

Previous experience in a similar technical support role
Familiarity with MDM tools and mobile device management
Knowledge of additional languages relevant to the customer base

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or examples of troubleshooting complex technical issues.
Highlight any previous experience in a technical support role, with a focus on customer satisfaction and issue resolution.
Showcase proficiency in mobile computing platforms and relevant technologies through projects or certifications.

Technical Documentation:

Provide detailed documentation of any troubleshooting processes, including step-by-step guides or screenshots.
Include examples of customer communication, demonstrating excellent written and verbal communication skills.
Highlight any relevant certifications or training in technical support, mobile device management, or related fields.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Melbourne, Victoria, Australia is approximately AU$60,000 - AU$75,000 per annum, based on relevant industry standards and the candidate's experience level.

Benefits:

A dynamic and innovative work environment with opportunities for growth and learning.
The chance to work with leading-edge technologies and collaborate with global teams.
A competitive benefits package, including health insurance, retirement plans, and employee assistance programs.

Working Hours: Full-time, on-site position with a standard workweek of 40 hours, Monday to Friday. Flexible working hours may be available to accommodate specific customer needs.

📝 Enhancement Note: The salary range provided is an estimate based on relevant industry standards and regional market research. The actual salary may vary depending on the candidate's experience, skills, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOTI is a global leader in Enterprise Mobility and IoT Management, providing innovative solutions for businesses to manage, secure, and optimize their mobile and IoT devices.

Company Size: SOTI is a mid-sized company with a global presence, employing over 300 people across its offices in North America, Europe, and Asia-Pacific.

Founded: SOTI was founded in 1993 and has since grown to become a trusted provider of mobile and IoT device management solutions.

Team Structure:

SOTI's technical support team consists of highly skilled and experienced professionals, dedicated to providing exceptional customer service.
The team works closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and to drive product improvement.
The team is structured to provide 24/7 coverage, ensuring that customers receive timely and effective support whenever they need it.

Development Methodology:

SOTI follows Agile development methodologies, with a focus on continuous improvement and customer satisfaction.
The company encourages innovation and creativity, fostering a culture of collaboration and learning.
SOTI invests in the professional development of its employees, providing opportunities for training and career growth.

Company Website: SOTI Website

📝 Enhancement Note: The company culture at SOTI is characterized by innovation, collaboration, and a strong customer focus. The company values its employees and provides opportunities for growth and learning in a dynamic and fast-paced environment.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level to mid-level technical support position, focusing on post-sales customer support and issue resolution.

Reporting Structure: The Technical Support Specialist, Level 2, reports directly to the Technical Support Manager and works closely with other technical support team members, as well as cross-functional teams such as sales and product development.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and the success of SOTI's products. By providing exceptional technical support and driving product improvement, you will help ensure that SOTI's customers achieve their business goals.

Growth Opportunities:

Technical Growth: As you gain experience and expertise, you may have the opportunity to specialize in specific areas of mobile device management or take on more complex technical support challenges.
Leadership Growth: With strong performance and a demonstrated ability to manage and mentor others, you may have the opportunity to take on a leadership role within the technical support team.
Career Transition: As your skills and experience grow, you may choose to transition into other roles within SOTI, such as product development, sales, or customer success.

📝 Enhancement Note: SOTI offers a supportive and collaborative work environment that fosters career growth and development. With a focus on continuous learning and innovation, the company provides numerous opportunities for employees to expand their skills and advance their careers.

🌐 Work Environment

Office Type: SOTI's Mulgrave, VIC office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-plan workspaces, meeting rooms, and breakout areas for employees to relax and recharge.

Office Location(s): Mulgrave, VIC Australia (Melbourne, Victoria, Australia)

Workspace Context:

Collaborative Environment: The office is designed to encourage collaboration and teamwork, with open-plan workspaces and plenty of opportunities for informal discussions and idea-sharing.
State-of-the-Art Technology: SOTI provides its employees with access to the latest technology, including high-performance computers, multiple monitors, and specialized software tools.
Flexible Work Arrangements: SOTI offers flexible work arrangements, including flexible hours and remote work options, to accommodate employees' personal and professional needs.

Work Schedule: Full-time, on-site position with a standard workweek of 40 hours, Monday to Friday. Flexible working hours may be available to accommodate specific customer needs.

📝 Enhancement Note: SOTI's work environment is designed to be collaborative, innovative, and supportive, with a focus on employee well-being and work-life balance. The company provides its employees with access to the latest technology and fosters a culture of continuous learning and growth.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess your communication skills and technical knowledge.
Technical Assessment: A hands-on assessment of your technical skills, focusing on your ability to troubleshoot complex technical issues and provide effective customer support.
Behavioral Interview: A discussion of your problem-solving skills, customer service experience, and ability to work effectively in a team environment.
Final Interview: A meeting with the Technical Support Manager to discuss your fit for the role and the team, as well as your long-term career goals.

Portfolio Review Tips:

Highlight any relevant experience in technical support, customer service, or a related field.
Include examples of your problem-solving skills and ability to troubleshoot complex technical issues.
Showcase your proficiency in mobile computing platforms and relevant technologies through projects or certifications.

Technical Challenge Preparation:

Brush up on your knowledge of mobile computing platforms, networking principles, and relevant technologies.
Familiarize yourself with SOTI's products and their features, as well as any common customer issues or troubleshooting steps.
Prepare for behavioral interview questions by reflecting on your past experiences and the skills you've developed in customer service and technical support roles.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Technical Skills: Mobile Device Management (MDM), Technical Support, Customer Service, Problem-Solving, Troubleshooting, Windows Technologies, Networking Principles, Software Distribution, Data Encryption, Email Configuration
Soft Skills: Communication, Teamwork, Collaboration, Customer Focus, Adaptability, Time Management
Industry Terms: Service Level Agreement (SLA), Customer Relationship Management (CRM), Customer Satisfaction (CSAT), First Contact Resolution (FCR)

📝 Enhancement Note: SOTI's interview process is designed to assess your technical skills, problem-solving abilities, and customer service experience. By preparing thoroughly and showcasing your relevant experience and skills, you can demonstrate your fit for the role and the team.

🛠 Technology Stack & Web Infrastructure

Mobile Device Management (MDM) Tools: SOTI's products include MobiControl, a comprehensive MDM solution for managing, securing, and optimizing mobile and IoT devices.

Operating Systems & Platforms: SOTI's products support a wide range of mobile operating systems and platforms, including iOS, Android, Windows, and Blackberry.

Technical Infrastructure: SOTI's technical infrastructure includes robust servers, virtualization, and cloud-based solutions to ensure optimal performance and scalability.

📝 Enhancement Note: As a Technical Support Specialist, Level 2 at SOTI, you will work with the company's industry-leading MDM tools and technical infrastructure to provide exceptional customer support and drive product improvement.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: SOTI places a strong emphasis on customer satisfaction and ensuring that its customers achieve their business goals.
Continuous Improvement: SOTI fosters a culture of continuous learning and innovation, encouraging its employees to identify opportunities for improvement and drive change.
Collaboration: SOTI values teamwork and encourages its employees to work together to achieve common goals.
Integrity: SOTI expects its employees to act with honesty and integrity in all their interactions with customers, colleagues, and partners.

Collaboration Style:

Cross-Functional Collaboration: SOTI's technical support team works closely with other departments, such as sales, marketing, and product development, to ensure customer needs are met and to drive product improvement.
Peer-to-Peer Learning: SOTI encourages its employees to learn from one another and share their knowledge and expertise to drive continuous improvement.
Regular Communication: SOTI maintains open lines of communication, ensuring that its employees are kept informed about the company's goals, strategies, and performance.

📝 Enhancement Note: SOTI's team culture is characterized by a strong customer focus, continuous improvement, and collaboration. The company values its employees and provides opportunities for growth and learning in a dynamic and fast-paced environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting Complex Issues: As a Technical Support Specialist, Level 2, you will be responsible for troubleshooting complex technical issues and providing effective solutions to customers.
Keeping Up with Technology: The mobile device management industry is constantly evolving, with new technologies and platforms emerging regularly. You will need to stay up-to-date with the latest developments and adapt your skills and knowledge accordingly.
Managing Customer Expectations: Providing exceptional customer service requires a strong focus on customer satisfaction and the ability to manage customer expectations effectively.

Learning & Development Opportunities:

Training and Certification: SOTI provides opportunities for employees to expand their skills and knowledge through training and certification programs.
Mentorship: SOTI offers mentorship programs to help employees develop their skills and advance their careers.
Career Progression: With strong performance and a demonstrated ability to take on more complex technical support challenges, you may have the opportunity to advance to a more senior role within the technical support team or transition into other roles within SOTI.

📝 Enhancement Note: SOTI offers numerous opportunities for employees to expand their skills and advance their careers in a dynamic and fast-paced environment. By embracing challenges and seeking out learning and development opportunities, you can drive your personal and professional growth and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting complex technical issues and provide examples of your problem-solving skills.
Product Knowledge: Familiarize yourself with SOTI's products and their features, as well as any common customer issues or troubleshooting steps.
Industry Trends: Stay up-to-date with the latest developments in the mobile device management industry and be prepared to discuss how they may impact SOTI's products and customers.

Company & Culture Questions:

Customer Focus: Be prepared to discuss your approach to customer service and your ability to put the customer's needs first.
Teamwork: SOTI values teamwork and collaboration. Be prepared to discuss your experience working in a team environment and your ability to contribute to a positive and productive team culture.
Adaptability: The mobile device management industry is constantly evolving, and SOTI's products and services are subject to change. Be prepared to discuss your ability to adapt to change and embrace new challenges.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to bring your portfolio projects and case studies to life, highlighting your problem-solving skills and customer service experience.
Visual Aids: Use visual aids, such as screenshots, diagrams, and flowcharts, to illustrate complex technical concepts and troubleshooting steps.
Practice: Rehearse your portfolio presentation and practice your delivery to ensure that you can effectively communicate your skills and experience to the interview panel.

📌 Application Steps

To apply for the Technical Support Specialist, Level 2 position at SOTI:

Submit Your Application: Click on the "Apply Now" button on the job listing and follow the instructions to submit your resume and cover letter.
Tailor Your Resume: Highlight your relevant experience in technical support, customer service, and mobile computing platforms. Include any relevant certifications or training, as well as your problem-solving skills and customer service experience.
Prepare Your Portfolio: Include examples of your problem-solving skills and customer service experience, as well as any relevant projects or case studies that demonstrate your technical expertise.
Research SOTI: Familiarize yourself with SOTI's products, services, and company culture. Prepare for your interview by reflecting on your past experiences and the skills you've developed in customer service and technical support roles.
Practice Your Interview Skills: Rehearse your responses to common interview questions and practice your delivery to ensure that you can effectively communicate your skills and experience to the interview panel.

📝 Enhancement Note: SOTI's application process is designed to assess your technical skills, problem-solving abilities, and customer service experience. By tailoring your resume, preparing your portfolio, and researching the company, you can demonstrate your fit for the role and the team.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, customer care, and mobile device management roles.
Include mobile computing platforms, networking principles, and relevant technologies (MDM tools, Windows technologies, etc.).
Emphasize customer service, problem-solving, and troubleshooting skills throughout the description.
Address the unique challenges and growth opportunities specific to technical support roles in the mobile device management industry.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, customer service strategies, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific mobile device management tools, technologies, and infrastructure requirements prominently.
Address technical support career progression paths and leadership opportunities in mobile device management teams.
Provide tactical advice for portfolio development, live demonstrations, and project case studies with a focus on customer service and problem-solving.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize customer service, user experience design, and problem-solving principles in the context of technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize problem-solving skills, customer service experience, and technical expertise through portfolio projects and case studies.
Address common technical support challenges, troubleshooting techniques, and customer service best practices.
Include examples of customer communication, issue resolution, and process improvement initiatives.
Highlight any relevant certifications or training in technical support, customer service, or mobile device management.

Avoid:

Generic business jargon not relevant to technical support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, customer service, or mobile device management.

Generate comprehensive, web technology-focused content that serves as a valuable resource for technical support professionals seeking their next opportunity and preparing for technical interviews in the web technology industry.

Technical Support Specialist, Level 2