Technical Support Analyst I

About the Role

Provide software support and troubleshooting to clients on all aspects of DCIM software, including implementation, existing software, and upgrades. Troubleshoot and analyze software bugs for customers in a cross-functional team environment. Escalate client issues based on severity to meet expected SLA time frames.

Responsibilities

• Use multiple ticketing systems to submit, update, and close tickets in a timely fashion.
• Research, resolve, and respond to customer questions received via telephone, email, or support portal while working under supervision.
• Set up and configure Sunbird’s DCIM suite, including dcTrack and Power IQ.
• Facilitate timely resolution of customers’ issues by logging and maintaining resolution status in the corporate tracking system.
• Participate in online training sessions for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancements.
• Conduct data center surveys and audits as needed.

Requirements

• Associate’s degree in a technical discipline or equivalent experience.
• One year of experience providing customer support in 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, and manage changing priorities.
• Self-motivated with the ability to learn and apply new skills quickly.
• Strong oral, written communication, and interpersonal skills.
• Adaptable and flexible, with a willingness to handle frequent shifts in direction.
• Reports to the office daily, with a possibility of limited remote work.

Skills

• Microsoft Office Suite (Outlook, Word, Excel).
• Zoom Conference Software.
• Fresh Desk Ticketing Software, Fresh Chat.
• Jira, MS Teams, Slack.
• Web Browser Configurations.
• General database SQL knowledge.