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, Analysis Skills, Atlassian JIRA, AutoCAD, Communication Skills, Computer Hardware, Customer Relations, Customer Training, Data Cleaning, Data Migration, Data Modeling, Dental Insurance, Documentation, Editing, Identify Issues, Interpersonal Skills, Microsoft Access Database, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Visio, Microsoft Windows 7, Microsoft Windows Operating System, Microsoft Word, Multitasking, Network Operations Center, Online Training, Presentation/Verbal Skills, Project Evaluation, Project/Program Management, SQL (Structured Query Language), Skype, Slack, Software Debugging, Software Testing, Systems Administration/Management, Team Player, Technical Analysis, Technical Research, Technical Support, Time Management, User Interface/Experience (UI/UX), Web Browsers, Willing to Travel, Work From Home, Writing Skills

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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