Technical Support Analyst

About the role

The Technical Support 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 also participate in improving documentation for customer success. The role involves troubleshooting and analyzing software bugs for our customers.

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 sessions for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancements.
• Edit and work 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

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

Benefits

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