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The Role
Coordinates DCIM software support by triaging tickets, investigating escalations, diagnosing defects, documenting troubleshooting paths, testing solutions, assisting deployments, and serving as a liaison among engineering, technical support, client services, and customers. The role also identifies issue trends, develops solution proposals and project plans under supervision, conducts customer ticket reviews, and supports continuous process and technical improvement.
Summary Generated by Built In
POSITION SUMMARY
DCIM Software Solutions Coordinator will play a crucial role in maintaining software solutions that meet the needs of our customers and organizations. Proper triage of all types of incoming support tickets and escalations. Collaborate with cross functional teams to analyze, troubleshoot issues, and ensure the delivery of high-quality, efficient, and reliable software products. Liaison between the Software Engineering Team and Client Services Team and Clients.
RESPONSIBILITIES
REQUIREMENTS/QUALIFICATIONS
DCIM Software Solutions Coordinator will play a crucial role in maintaining software solutions that meet the needs of our customers and organizations. Proper triage of all types of incoming support tickets and escalations. Collaborate with cross functional teams to analyze, troubleshoot issues, and ensure the delivery of high-quality, efficient, and reliable software products. Liaison between the Software Engineering Team and Client Services Team and Clients.
RESPONSIBILITIES
- Triage, add notes and next steps and disburse support tickets to the correct team members in the Services and Support team.
- Review all cases that escalate from Technical Support to Engineering. Identify gaps in troubleshooting, information necessary to troubleshoot by engineering, and work around by the customer.
- Watch for trending of user issues and escalate as necessary with proper documentation.
- Point of contact for DCIM software support questions for the Technical Support Team.
- Identify, diagnose, and resolve software defects, performance issues, and technical problems. Conduct thorough testing and debugging to ensure software quality and stability.
- Ability to identify DCIM problem statement(s), solution proposal, and scope of work with a defined project plan under supervision.
- Create and maintain detailed documentation of troubleshooting guidelines and solution paths. Ensure the documentation is up-to-date and accessible to the Technical Support Team and our clients where necessary.
- Continuously improve technical skills and share knowledge within the team.
- Assist in deploying software solutions to various environments, beta testers, etc. Ensure smooth transition and monitor the software’s performance post-deployment
- Resolve escalated tickets with professional responses
- Conduct customer ticket reviews when necessary
REQUIREMENTS/QUALIFICATIONS
- Bachelor’s degree in technical discipline or equivalent experience.
- Three years’ experience providing customer support for complex technical solutions in a data center environment.
- Demonstrated basic technical knowledge of:
- Data center and Facility IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, A/C, UPS, single and 3 phase power, etc.)
- Data center networks and protocols (TCP/IP, VLANs, SNMP, Modbus)
- Structured cabling components and concepts (patch panels, fiber, copper)
- VMware vSphere ESX/ESXi VM configuration/control
- General database and T-SQL knowledge (PostgresSQL).
- Editing and working with AutoCAD and Visio drawings
- Data center surveys and audits
- 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, the ability to adjust communication style depending on audience.
- Continuous team collaboration for intra-departmental process improvement.
- Ability to work flexible hours.
- Motivated professional development/leadership skills.
- Advanced knowledge in Microsoft Office Suite including Outlook, Word, Excel, Word, Visio, Project, and Teams
- Conference Software, Freshdesk, Jira, Slack, Web Browser Configurations, etc.
- Advanced database SQL knowledge
- Data Center Certifications (i.e., DCI, DCIM,)
- Leadership/Personality Profile Training
- Container Installations i.e., Docker, Kubernetes
- Angular JS
Skills Required
- Bachelor's degree in a technical discipline or equivalent experience
- Three years of customer support experience for complex technical solutions in a data center environment
- Basic knowledge of data center and facility IT components, including servers, blade systems, network switches, rack PDUs, air conditioning, and UPS systems
- Basic knowledge of data center networks and protocols, including TCP/IP, VLANs, SNMP, and Modbus
- Basic knowledge of structured cabling, patch panels, fiber, and copper
- Basic knowledge of VMware vSphere ESX/ESXi virtual machine configuration and control
- General database and T-SQL knowledge, including PostgreSQL
- Experience editing and working with AutoCAD and Visio drawings
- Knowledge of data center surveys and audits
- Ability to adapt, multitask, and manage changing priorities
- Strong oral, written, and interpersonal communication skills
- Ability to collaborate across departments and adjust communication style for different audiences
- Ability to work flexible hours
- Advanced Microsoft Office Suite knowledge, including Outlook, Word, Excel, Visio, Project, and Teams
- Experience with conference software, Freshdesk, Jira, Slack, and web browser configurations
- Advanced database SQL knowledge
- Data center certifications such as DCI or DCIM
- Leadership or personality profile training
- Container installation experience with Docker or Kubernetes
- AngularJS knowledge
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The Company
What We Do
Sunbird Software is changing the way data centers are being managed. With a focus on real user scenarios for real customer problems, we help data center operators manage tasks and processes faster and more efficient than ever before, while saving costs and improving availability. We strive to eliminate the complexity they have been forced to accept from point tools and home grown applications, removing the dependency on emails and spreadsheets to transform the delivery of data center services. Sunbird delivers on this commitment with unexpected simplicity through products that are easy to find, buy, deploy, use, and maintain. Our solutions are rooted in our deep connections with our customers who share best practices and participate in our user groups and product development process.
