DCIM Software Solutions Coordinator will play a crucial role in maintaining software solutions that meet the needs of our customers and organizations. Proper triage of all types of incoming support tickets and escalations. Collaborate with cross functional teams to analyze, troubleshoot issues, and ensure the delivery of high-quality, efficient, and reliable software products. Liaison between the Software Engineering Team and Client Services Team and Clients.
RESPONSIBILITIES
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
REQUIREMENTS/QUALIFICATIONS
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.