Technical Support Specialist

POSITION SUMMARY

DCIM software Technical Support Specialist will be engaged in identifying, analyzing and resolving complex solutions relating to data center infrastructure management (DCIM). DCIM Technical Support will successfully support software implementations, system integration, and database population. Onsite Technical Support and training is often vital to success, yet an effective ability to support via remote tools is mandatory. This position will be focused primarily on remote support and incumbent will report to the Sioux Falls, SD office.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities include:

• Ability to identify DCIM problem statement(s), solution proposal, and scope of work with a defined project plan.
• Setup and configure Sunbird’s DCIM suite including dcTrack and Power IQ.
• Articulate to a project team the necessary steps required to complete a statement of work.
• 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.
• Participate in the technical review process for product enhancements.
• Host online training session for clients and partners to maintain up-to-date knowledge of Sunbird’s software suite enhancements.

REQUIREMENTS/QUALIFICATIONS

• Associates/Bachelors degree in a technical discipline or equivalent experience.
• One year experience providing customer support for complex technical solutions in a data center environment.
• Demonstrated experience in managing complex customer issues.Excellent customer-facing project management, analysis, troubleshooting, and technical skills.

Demonstrated basic technical knowledge of:Data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.)
Data center networks and protocols (TCP/IP, VLANs, SNMP, Modbus)
Structured cabling components and concepts (patch panels, fiber, copper)
Data center facilities components (UPS, PDUs, single and 3 Phase Power)
VMware vSphere ESX/ESXi VM configuration/control
General database and T-SQL knowledge (MS Access, PostgresSQL).
Windows XP / Windows 7 (including UAC)
MS Excel xls/csv file creation
Editing and working with AutoCAD and Visio drawings

Data center surveys and audits

• Ability to work flexible hours with the possibility of travel.
• 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.

DESIRED KNOWLEDGE/SKILLS

• Microsoft Office Suite including Excel, Access, Visio and Project
• Data Center Certifications (i.e. DCI, DCIM,…)