Technical Support Analyst I

DCIM Technical Support Analyst

DCIM Technical Support Analyst will provide software support and troubleshooting to clients on all aspects of the DCIM Software. This may include implementation, existing software and upgrades to the software. Provide troubleshooting and analysis of software bugs for our customers by working in a cross functional team environment. Properly escalating client issues based on severity to meet expected SLA time frames.

Essential Duties And Responsibilities

• Using multiple ticketing systems – submitting, updating, closing tickets in a timely fashion.
• Researching, resolving and responding to customer questions received via telephone, email or support portal working under supervision.
• Setup and configure Sunbird's DCIM suite including dcTrack and Power IQ.
• Facilitate timely resolution of customers' issues by logging and maintaining resolution status in corporate tracking system working under supervision.
• Participate in online training session for clients and partners to maintain up-to-date knowledge of Sunbird's software suite enhancements.
• Data center surveys and audits as needed

Requirements/Qualifications

• Associates degree in a technical discipline or equivalent experience.
• One year experience providing customer support for a technical environment.

• Excellent customer-facing project management, analysis, troubleshooting, and technical skills.
• Demonstrated basic technical knowledge of:
  • Computer hardware (rack servers, PDUs, and cabling)
  • Windows 7 / Windows 10

• Ability to work flexible hours with the possibility of travel up to 10%.
• Accountability and the ability to adapt/multi-task/manage changing priorities.

• Self-motivated, ability to learn and apply new skills quickly
• Good oral/written communication and interpersonal skills required
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Reports to the office daily. With a possibility of limited remote work

Desired Software Skills/Knowledge

• Microsoft Office Suite including Outlook, Word, Excel, Zoom Conference Software, Fresh Desk Ticketing Software, Fresh Chat, Jira, MS Teams, Slack, Web Browser Configurations, etc.