Technical Support Analyst

Sunbird Software; Sioux Falls (SD); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

401(k) and matching

Dental insurance

Health insurance

Paid time off

Tuition reimbursement

Vision insurance

Work from home

Job summary

Sunbird Software in Sioux Falls, South Dakota is looking for a Technical Analyst to support the implementation of DCIM software. You will be responsible for hardware models, data center drawings, and data migration, ensuring customer success through troubleshooting and documentation improvements.

The ideal candidate will have an Associate's degree or equivalent experience along with a year in customer support for technical environments. Benefits include flexible scheduling and health insurance.

Qualifications

• 1 year of experience providing customer support in a technical environment.
• Ability to manage changing priorities and work flexible hours.
• Self-motivated with effective communication skills.

Responsibilities

• Submit, update, and close support tickets in a timely manner.
• Research and resolve customer questions via multiple channels.
• Setup and configure Sunbird's DCIM suite.

Skills

Customer-facing project management

Analysis and troubleshooting

Basic technical knowledge of computer hardware

Good oral/written communication skills

Adaptability and flexibility

Education

Associate's degree in a technical discipline

Tools

Microsoft Office Suite (Excel, Word, Access, etc.)

Jira

Zoom Conference Software

Job description

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 and 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 while 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 the engineering team
• Facilitate timely resolution of customers’ issues by logging and maintaining resolution status in the corporate tracking system while working under supervision
• Participate in online training sessions 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 and Qualifications

• Associate’s 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 and 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 Browser Configurations, etc.
• General database SQL knowledge

Benefits

• 401(k) and matching
• Dental insurance
• Disabled insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• Work from home

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