Technical Support Analyst I

Sunbird Software Inc.; Sioux Falls (SD); On-site; USD 45,000 - 65,000; Full time

Job summary

Sunbird Software Inc. seeks a DCIM Technical Support Analyst to provide software support and troubleshooting across the DCIM suite. You will assist clients with implementation, upgrades, and day-to-day issues while working with a cross-functional team to resolve problems efficiently.

The role requires strong technical know-how, problem-solving abilities, and excellent communication. Some travel may be required and occasional onsite work is expected to meet client SLAs.

Qualifications

• Associates degree in a technical discipline or equivalent experience.
• At least one year of experience in technical customer support.
• Strong troubleshooting and communication skills.
• Ability to work with cross-functional teams and meet SLA timelines.

Responsibilities

• Assist customers via phone, email, and portal with software issues.
• Setup and configure DCIM suite including dcTrack and PowerIQ.
• Escalate issues based on severity and track resolution in ticketing systems.
• Participate in training sessions to stay current with Sunbird software.
• Perform data center surveys and audits as needed.

Skills

Customer-facing project management

Troubleshooting

Technical skills

Communication skills

Education

Associates degree in a technical discipline or equivalent experience

Tools

Microsoft Office Suite

Outlook

Excel

Fresh Desk

Fresh Chat

Jira

MS Teams

Slack

SQL knowledge

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.