Technical Support Analyst I

Position SummaryDCIM 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 fashionResearching, resolving and responding to customer questions received via telephone, email or support portal working under supervisionSetup and configure Sunbird’s DCIM suite including dcTrack and Power IQFacilitate timely resolution of customers’ issues by logging and maintaining resolution status in corporate tracking system working under supervisionParticipate in online training session for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancementsData center surveys and audits as neededRequirements/QualificationsAssociates degree in a technical discipline or equivalent experienceOne year experience providing customer support for a technical environmentExcellent customer-facing project management, analysis, troubleshooting, and technical skillsDemonstrated basic technical knowledge of:Computer hardware (rack servers, PDUs, and cabling)Windows 7 / Windows 10Ability to work flexible hours with the possibility of travel up to 10%Accountability and the ability to adapt/multi-task/manage changing prioritiesSelf-motivated, ability to learn and apply new skills quicklyGood oral/written communication and interpersonal skills requiredAdaptable/flexible -- enjoys doing work that requires frequent shifts in directionReports to the office daily. With a possibility of limited remote workDesired Software Skills/KnowledgeMicrosoft Office Suite including Outlook, Word, Excel, Zoom Conference Software, Fresh Desk Ticketing Software, Fresh Chat, Jira, MS Teams, Slack, Web Browser Configurations, etcGeneral database SQL knowledgePOSITION SUMMARYDCIM 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.Powered by JazzHRZy2xmzfHnd