Technical Support Specialist

Sonata Software Overview

In today's market, there is a unique duality in technology adoption. On one side, extreme focus on cost containment by clients, and on the other, deep motivation to modernize their Digital storefronts to attract more consumers and B2B customers.

As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation™ playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.

Headquartered in Bengaluru, India, Sonata has a strong global presence, including key regions in the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in BFSI (Banking, Financial Services, and Insurance), HLS (Healthcare and Lifesciences), TMT (Telecom, Media, and Technology), Retail & CPG, and Manufacturing space. Our bouquet of Modernization Engineering Services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.

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Looking for individuals who can provide advanced technical support, particularly L3 escalations, with expertise in troubleshooting across Windows, mobile, and MacOS platforms. They should be capable of managing and resolving performance degradation, network connectivity, driver conflicts, and boot issues. An in-depth understanding of endpoint management and device administration is essential, including proficiency with Microsoft Intune and JAMF Pro.

Additionally, the ideal candidates will have experience in troubleshooting complex Windows OS issues, resolving business-critical application issues, and collaborating with application owners and vendors. A strong technical background in Windows 10/11, Microsoft Intune, Azure AD, and Autopilot, along with proficiency in JAMF Pro and enterprise MDM environments, is required. Familiarity with Microsoft 365, Teams, Outlook, and other line-of-business tools, as well as experience with VPN, proxy, and certificate-based authentication troubleshooting, will be highly valued.

Beyond technical skills, we are looking for candidates with strong analytical and diagnostic abilities, excellent communication and documentation skills, and a collaborative attitude. They should be able to manage multiple priorities, work independently, and have a strong sense of ownership and accountability. I have attached the detailed job descriptions for your reference. We look forward to exploring how Sonata Software can support our initiatives further.

Key Responsibilities

1. Advanced Technical Support (L3 Escalations)

• Provide expert-level troubleshooting for escalated incidents across

  Windows

  ,

  mobile

  , and MacOS platforms.
• Analyze logs, event viewers, registry settings, and system behaviors to diagnose and resolve

  OS-level issues

  .
• Manage and resolve

  performance degradation

  ,

  network connectivity

  ,

  driver conflicts

  , and

  boot issues

  .
• Perform in-depth

  root cause analysis (RCA)

  for recurring incidents and propose long-term fixes.
• Collaborate with Microsoft and Apple support teams for unresolved platform-specific issues.

2. Endpoint Management & Device Administration

• Administer and optimize

  Microsoft Intune

  for Windows and mobile device management (iOS/Android).
• Understanding about Design and implement

  device compliance policies

  ,

  configuration profiles

  ,

  conditional access

  , and

  autopilot enrollments

  .
• Manage

  macOS devices via Jamf Pro

  , including inventory management, policies, scripts, and patch automation.
• Understanding

  Apple Business Manager

  and

  Volume Purchase Program (VPP)

  .

3. Windows & Business Application Troubleshooting

• Troubleshoot complex

  Windows OS issues

  , including patching failures, system crashes (BSOD), driver updates, and profile corruption.
• Resolve

  business-critical application issues

  such as installation failures, performance bottlenecks, or integration problems.
• Collaborate with application owners and vendors to diagnose issues related to

  enterprise apps

  ,

  Microsoft 365

  ,

  Teams

  ,

  Outlook

  ,

  SAP

  ,

  Citrix

  , or other line-of-business tools.
• Analyze dependency chains, logs, and network traces to identify issues in

  application delivery

  ,

  authentication

  , or

  policy enforcement

  .
• Test and validate app deployments through

  Intune

  ,

  Jamf Pro

  , or

  SCCM

  as required.

Technical Expertise

• Deep knowledge of

  Windows 10/11 troubleshooting

  , including registry, group policies, and system logs.
• Strong understanding of

  Microsoft Intune

  ,

  Azure AD

  , and

  Autopilot

  .
• Proficiency with

  Jamf Pro

  for macOS administration.
• Experience managing

  iOS/Android

  devices in an enterprise MDM environment.
• Strong understanding of

  Microsoft 365

  ,

  Teams

  ,

  Outlook

  ,

  OneDrive

  , Slack and Webex
• Experience with

  VPN

  ,

  proxy

  , and

  certificate-based authentication

  troubleshooting.
• Basic understanding of

  ServiceNow

  and Bomgar Remote Tool