Technical Support Analyst

Technical Analyst will work under supervision to support successful implementations of DCIM software by completing hardware models, data center drawings, and data migration efforts from existing to new customer databases. They will participate in improving documentation for customer success. Provide troubleshooting and analysis of software bugs for our customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Using a ticketing system - 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.
• Accurately research technical specifications and images for IT and data center equipment located throughout any given data center environment(s).
• Analyze, scrub and migrate data from current source to DCIM database.
• Develop and enhance documentation to enrich a customer's experience.
• Assist with software testing when new features and fixes are completed by engineering team.
• 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.
• Editing and working with AutoCAD and Visio drawings.
• Create and / or edit models under supervision.
• Data center surveys and audits

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

MS Excel xls / csv file creation

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.

DESIRED SOFTWARE SKILLS / KNOWLEDGE

Microsoft Office Suite including Outlook, Word, Excel, Access, Visio and Project

Zoom Conference Software, Fresh Desk Ticketing Software, Skype, Fresh Chat, Jira, MS Teams, Slack, Web Browswer Configurations, etc.

General database SQL knowledge

Sunbird is an EEO / AA / ADA / Veterans employer.

Job Type : Full-time

WHY SUNBIRD?

We are all about delighting our clients and live / breathe the end client / user experience

We stock the office with soda, snacks, coffee and tea for you to refuel throughout the day

We have amazing PTO Policy that allows you to take care of yourself and your family

We offer medical, dental, vision and life insurance to eligible employees

We believe in collaboration, teamwork, creativity and taking initiative

Interested? Read on for additional details about this opportunity to join our amazing team!

What is DCIM Software : www.sunbirddcim.com / what-dcim

What are customers saying about Sunbird : www.sunbirddcim.com / reviews

Why work at Sunbird : www.sunbirddcim.com / careers

Sunbird is an EEO / AA / ADA / Veterans employer.

Benefits :

401(k)

401(k) matching

Dental insurance

Disability insurance

Flexible schedule

Health insurance

Paid time off

Tuition reimbursement

Vision insurance

Work from home