DCIM Support Engineer I – Hybrid/Remote Options

Socket.dev; Sioux Falls (SD); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Socket.dev is seeking a DCIM Technical Support Analyst in Sioux Falls, SD, to provide software support, troubleshooting, and client guidance across the DCIM suite. You will work with cross-functional teams to implement, upgrade, and diagnose issues, ensuring SLA adherence and effective escalation when needed.

The role requires a technical background, strong communication, and the ability to adapt to shifting priorities, with occasional travel up to 10% and potential limited remote work.

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%.

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

Skills

Customer support

Troubleshooting

Project management

Communication

Technical skills

Education

Associate's degree in a technical discipline

Tools

Fresh Desk

Fresh Chat

Jira

MS Teams

Slack

Zoom

Outlook/Office

Job description

Socket.dev is seeking a DCIM Technical Support Analyst in Sioux Falls, SD, to provide software support, troubleshooting, and client guidance across the DCIM suite. You will work with cross-functional teams to implement, upgrade, and diagnose issues, ensuring SLA adherence and effective escalation when needed.

The role requires a technical background, strong communication, and the ability to adapt to shifting priorities, with occasional travel up to 10% and potential limited remote work.