Technical Support Analyst I

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

POSITION SUMMARY

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 fuctional team enviroment. 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.
• General database SQL knowledge POSITION SUMMARY 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 fuctional team enviroment. Properly escalating client issues based on severity to meet expected SLA time frames.