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DCIM that's easy, fast, and complete
The Role
The Technical Support Analyst provides customer support for DCIM software, manages tickets, resolves issues, and collaborates with the engineering team. Responsibilities include data migration, documentation improvement, and customer training.
Summary Generated by Built In
Technical 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 participate in improving documentation for customer success. Provide troubleshooting and analysis of software bugs for our customers.ESSENTIAL DUTIES AND 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 session for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancements.
- Editing and working with AutoCAD and Visio drawings.
- Create and/or edit models under supervision.
- Data center surveys and audits
- 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
- 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.
- 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
Sunbird is an EEO/AA/ADA/Veterans employer.
Job Type: Full-time
WHY SUNBIRD?
- What is DCIM Software: www.sunbirddcim.com/what-dcim
- What are customers saying about Sunbird: www.sunbirddcim.com/reviews
- Why work at Sunbird: www.sunbirddcim.com/careers
Sunbird is an EEO/AA/ADA/Veterans employer.
Benefits:
Job Type: Full-time
WHY SUNBIRD?
- We are all about delighting our clients and live/breathe the end client/user experience
- We stock the office with soda, snacks, coffee and tea for you to refuel throughout the day
- We have amazing PTO Policy that allows you to take care of yourself and your family
- We offer medical, dental, vision and life insurance to eligible employees
- We believe in collaboration, teamwork, creativity and taking initiative
- What is DCIM Software: www.sunbirddcim.com/what-dcim
- What are customers saying about Sunbird: www.sunbirddcim.com/reviews
- Why work at Sunbird: www.sunbirddcim.com/careers
Sunbird is an EEO/AA/ADA/Veterans employer.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible schedule
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
- Work from home
Top Skills
Autocad
Dcim Software
Fresh Desk
JIRA
Microsoft Office Suite
Ms Teams
Slack
SQL
Visio
Zoom
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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.
