Be an Early Applicant
DCIM that's easy, fast, and complete
The Role
Provides software support and troubleshooting for Sunbird’s DCIM suite, including implementation, configuration, upgrades, bug analysis, ticket management, issue escalation, and customer communication. Supports clients by phone, email, and portal, participates in software training, and conducts data center surveys and audits. Requires basic knowledge of computer hardware, Windows systems, ticketing tools, and SQL, with daily office attendance and up to 10% travel.
Summary Generated by Built In
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 RESPONSIBILITIESResponsibilities include:
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 RESPONSIBILITIESResponsibilities include:
- 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
- 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
- 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 knowledgePOSITION 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.
Skills Required
- Associate degree in a technical discipline or equivalent experience
- One year of experience providing customer support in a technical environment
- Customer-facing project management, analysis, troubleshooting, and technical skills
- Basic technical knowledge of rack servers, PDUs, cabling, Windows 7, and Windows 10
- Ability to work flexible hours and travel up to 10%
- Strong oral, written, and interpersonal communication skills
- Ability to adapt, multitask, and manage changing priorities
- Microsoft Office, ticketing systems, collaboration software, web browser configuration, and general SQL knowledge
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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.
