Available Position (Company name withheld)

• Triage, add notes and next steps and disburse support tickets to the correct team members in the Services and Support team.
• Review all cases that escalate from Technical Support to Engineering. Identify gaps in troubleshooting, information necessary to troubleshoot by engineering, and work around by the customer.
• Watch for trending of user issues and escalate as necessary with proper documentation.
• Point of contact for DCIM software support questions for the Technical Support Team.
• Identify, diagnose, and resolve software defects, performance issues, and technical problems. Conduct thorough testing and debugging to ensure software quality and stability.
• Ability to identify DCIM problem statement(s), solution proposal, and scope of work with a defined project plan under supervision.
• Create and maintain detailed documentation of troubleshooting guidelines and solution paths.  Ensure the documentation is up-to-date and accessible to the Technical Support Team and our clients where necessary.
• Continuously improve technical skills and share knowledge within the team.
• Assist in deploying software solutions to various environments, beta testers, etc. Ensure smooth transition and monitor the software’s performance post-deployment
• Resolve escalated tickets with professional responses
• Conduct customer ticket reviews when necessary

• Bachelor’s degree in technical discipline or equivalent experience.
• Three years’ experience providing customer support for complex technical solutions in a data center environment. 

• Demonstrated basic technical knowledge of:
  • Data center and Facility IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, A/C, UPS, single and 3 phase power, etc.)
  • Data center networks and protocols (TCP/IP, VLANs, SNMP, Modbus)
  • Structured cabling components and concepts (patch panels, fiber, copper)
  • VMware vSphere ESX/ESXi VM configuration/control
  • General database and T-SQL knowledge (PostgresSQL).
  • Editing and working with AutoCAD and Visio drawings
  • Data center surveys and audits

• 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, the ability to adjust communication style depending on audience.
• Continuous team collaboration for intra-departmental process improvement.
• Ability to work flexible hours.
• Motivated professional development/leadership skills.

DESIRED SOFTWARE KNOWLEDGE/SKILLS

• Advanced knowledge in Microsoft Office Suite including Outlook, Word, Excel, Word, Visio, Project, and Teams
• Conference Software, Freshdesk, Jira, Slack, Web Browser Configurations, etc.
• Advanced database SQL knowledge
• Data Center Certifications (i.e., DCI, DCIM,)
• Leadership/Personality Profile Training
• Container Installations i.e., Docker, Kubernetes
• Angular JS