Technical Support Analyst

• 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

• 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. Adaptable/flexible
• • 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

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, 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, * 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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