Technical Support Analyst

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 REQUIREMENTS / QUALIFICATIONS  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.

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