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 and 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 while 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 the engineering team Facilitate timely resolution of customers’ issues by logging and maintaining resolution status in the corporate tracking system while working under supervision Participate in online training sessions 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 and Qualifications Associate’s 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 Desired Software Skills and Knowledge 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 Browser Configurations, etc. General database SQL knowledge Benefits 401(k) and matching Dental insurance Disabled insurance Flexible schedule Health insurance Paid time off Tuition reimbursement Vision insurance Work from home Sunbird is an EEO/AA/ADA/Veterans employer. #J-18808-Ljbffr