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Sunbird Software

Data center operations management platform

Technical Support Analyst

Customer SupportConfirmed live in the last 24 hours
Full-timeSioux Falls, SD, USANo salary listed

About the Job

Requirements

  • An associate degree in a technical discipline or equivalent experience is required.
  • One year of experience providing customer support in a technical environment is required.
  • Demonstrated customer-facing project management, analysis, troubleshooting, and technical skills are required.
  • Basic technical knowledge of computer hardware, including rack servers, power distribution units, and cabling, is required.
  • Basic knowledge of Windows 7 and Windows 10 is required.
  • Basic knowledge of Microsoft Excel XLS and CSV file creation is required.
  • Ability to work flexible hours and travel up to 10% is required.
  • Accountability and the ability to adapt, multitask, and manage changing priorities are required.
  • Ability to learn and apply new skills quickly is required.
  • Good oral and written communication and interpersonal skills are required.

Responsibilities

  • Support successful implementations of data center infrastructure management software by completing hardware models, data center drawings, and data migration efforts from existing to new customer databases.
  • Participate in improving documentation for customer success.
  • Provide troubleshooting and analysis of software bugs for customers.
  • Use a ticketing system to submit, update, and close tickets in a timely fashion.
  • Research, resolve, and respond to customer questions received via telephone, email, or support portal while working under supervision.
  • Set up and configure Sunbird’s data center infrastructure management suite, including dcTrack and Power IQ.
  • Research technical specifications and images for information technology and data center equipment located throughout data center environments.
  • Analyze, scrub, and migrate data from current sources to a data center infrastructure management database.
  • Develop and enhance documentation to enrich the customer experience.
  • Assist with software testing when new features and fixes are completed by the engineering team.
  • Facilitate timely resolution of customer 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 current knowledge of Sunbird’s software suite enhancements.
  • Edit and work with AutoCAD and Visio drawings.
  • Create and edit models under supervision.
  • Conduct data center surveys and audits.

Desired Qualifications

  • Knowledge of Microsoft Office Suite, including Outlook, Word, Excel, Access, Visio, and Project.
  • Knowledge of Zoom Conference Software, Freshdesk Ticketing Software, Skype, Freshchat, Jira, Microsoft Teams, Slack, and web browser configurations.
  • General database SQL knowledge.

About the Company

Sunbird Software

Data center operations management platform

Sunbird Software offers DCIM software that helps data center operators manage facilities, assets, workflows, and services from a single platform. It targets real customer needs to simplify tasks, cutting reliance on emails and spreadsheets by replacing scattered tools with a cohesive system. The product combines asset tracking, change management, work orders, capacity planning, and service delivery into an accessible interface that automates tasks and improves visibility. The goal is to lower costs and improve service availability by delivering an easy-to-find, easy-to-buy, easy-to-deploy, easy-to-use solution developed with customer feedback and shared best practices.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Piscataway Township, New Jersey
Founded
2015

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