Microsoft Tech Support Analyst

Job Details

Description

Summary:
This position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on Microsoft 365/Azure and other SaaS products.

Essential Job Duties:

• Supports Pre and Post sale for M365 and Azure Partners and their End users.
• Also supports the following: Symantec Data Protection, Acronis Cyber Protections/Backup, Exclaimer, Comodo email security, BitTitan (Email migration and Licensing)
• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware or software.
• Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Calls software and hardware vendors to request service regarding defective products.
• Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training.
• Consults with customers to recommend solutions and/or configuration changes;
• Other duties as assigned.
• Regular attendance is an essential function of the Technical Support Analyst position.
• This position may require work hours outside normal operating hours.

Reporting Relationships:

• Technical Support Analysts receive supervision commensurate with knowledge, experience, and initiative. Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions.
• The Support Analyst has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.

Requirements:

• Willingness to participate in Afterhours Support program
• Willingness and Ability to work outside of regular scheduled shift hours.
• Customer service experience, both in person and over the phone.
• Ability to speak English plainly and to be easily understood over the phone.
• Ability to understand spoken English, both technical and colloquial.
• Ability to learn quickly.
• Experience with IP networks and networking

Preferred:

• Microsoft Certifications in (MS/AZ/SC 900) and any of the Associate level certs (ie: MS-700)
• Knowledge of Microsoft 365 licensing. (Enterprise and Business preferred)
• Experience with SaaS and communications concepts and technologies
• Ability to deliver training to inhouse and external audiences.
• Experience with business data products and services
• SAP Experience
• Proficiency in foreign language (Spanish, Portuguese, French, German)

Physical Requirements:

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel 5% of the time.
• Ability to lift up to 50 pounds.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F

Requisition Number: MICRO003275