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Technical Support Analyst

Sunbird Software Inc.
Sioux Falls, SD

Apply Now

Job Details

Full-time

Benefits

Disability insurance
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
Work from home
Vision insurance
401(k) matching
Flexible schedule
Life insurance

Qualifications

Equipment troubleshooting
Windows
Managing clients in a customer support role
Hardware support
Customer support
Debugging

Full Job Description

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.
- enjoys doing work that requires frequent shifts in direction.

DESIRED SOFTWARE SKILLS/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 Browswer Configurations, etc.
General database SQL knowledge

Sunbird is an EEO/AA/ADA/Veterans employer.
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

Interested? Read on for additional details about this opportunity to join our amazing team!

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

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Apply Now

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