Customer Support Analyst

Relevant Experience: 5 Years

Responsibilities

• Provide end-user post migration support.
• Assist users with Outlook email configuration on desktop and mobile devices.
• Support and coordinate DNS updates related to the email migration.
• Escalate complex issues to engineering or infrastructure teams.
• Document issues, resolutions, and support metrics.

Qualifications

• 2+ years of experience with Microsoft Windows OS administration, configuration, and installation to include Windows 7, 8, and 10 in an enterprise environment.
• Working knowledge of Microsoft Office suite.
• Working knowledge of computer hardware and printers in an enterprise environment.
• Highly self-motivated and directed
• Analytical and troubleshooting skills.
• Superior listening skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present technical ideas in user-friendly language.
• Experience in IT customer support or service desk roles.
• Familiarity with Outlook, email systems, and basic DNS concepts.
• Strong communication skills and customer service mindset.

Preferred skills:

• Bachelor s degree with emphasis in computer science, math, or engineering
• Active Directory administration
• Microsoft Lync experience
• A+ Certification
• Network+ Certification
• ITIL v3 Foundation
• HDI Certification

Shanthi Pedhiredla

SOVEREIGN TECHNOLOGIES LLC