DCIM Technical Analyst I will provide troubleshooting to clients on all aspects of the DCIM Software. This may include implementations, existing software and upgrades to the software. They will participate in improving documentation for customer success. Provide troubleshooting and analysis of software bugs for our customers.

Collaborate with project management, engineering and implementation teams.

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

• Researching, resolving and responding to customer questions received via telephone, email or support portal working under supervision.
• Using a ticketing system to submit, update, and close tickets in a timely fashion.
• Facilitate timely resolution of customers’ issues by logging and maintaining resolution status in corporate tracking system working under supervision.
• Setup and configure Sunbird’s DCIM suite including dcTrack and Power IQ.
• Develop and enhance documentation to enrich a customer’s experience.
• Assist with software testing when new features and fixes are completed by engineering team.
• Participate in online training session for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancements.
  • Budgeted
  • New Addition
  • Replacement
• Data center surveys and audits

REQUIREMENTS/QUALIFICATIONS

• Associates degree in a technical discipline or equivalent experience.
• 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
• One year experience providing customer support for a technical environment
• 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.

DESIRED SOFTWARE SKILLS/KNOWLEDGE

• General knowledge of data center requirements and set up.
• 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 knowledge