OVERVIEW:
Spectra Logic is a leader in data management and data storage solutions, providing innovative products that help businesses manage, preserve, protect, and defend their data. Our offerings include tape storage, file and object storage, and comprehensive data management software. We are committed to delivering high-quality, reliable, and scalable solutions to help organizations efficiently manage, migrate, and store long-term data with features that make it ransomware resilient.
Who’s on your team?
Problem solvers. We have huge range of personalities with common traits, they love to solve problems, they enjoy learning, and they help each other. Most importantly, they are focused on helping our customers. We do work hard; we work together, and enjoy the challenges presented. While most of our Service Delivery Team are based in Colorado, we have a small group of very capable technical staff at our European Sales Office in Bracknell, Berkshire. The EMEA role includes the opportunity to visit our US office once a year for training and socializing with your peers.
SUMMARY OF POSITION
We are seeking a Tier 1 Systems Support Technician for our 24/7 Technical Support Department. Ideal candidate will thrive in a fast-paced environment while providing world-class customer service to resolve our customers' technical issues over the phone. You will also need to provide customers with full hardware and firmware support for all Spectra Logic robotic tape libraries and disk products.
Skills required:
- Excellent troubleshooting ability utilizing logical processes and error log analysis.
- Good understanding of SCSI and Fibre protocols and how they interface with hardware.
- Exposure to a variety of operating systems and backup software packages, and a general understanding of PC and server hardware.
- Knowledge of tape drives, disk products and RAID are required.
- Must possess the ability to clearly communicate technical topics both verbally and in writing. Previous customer service experience, preferably in a call center, would be beneficial.
- Experience as a backup, systems/network administrator or possession of an MCSE certification is a major plus.
- Fluent in another language, especially Spanish or French is also a major plus. Strong desire to provide world-class customer support is essential to the success of the Systems Support Technician candidate.
Responsibilities:
- Answer initial incoming support phone calls.
- Respond to incoming customer emails.
- Perform technical analysis and troubleshooting of Spectra Logic hardware.
- Provide OS and backup software support.
- Take corrective action to provide timely resolution of technical problems.
- Actively participate in the escalation process.
- Follow-up on customer issues.
- Work closely with US and regional support teams to share information and develop understanding of technical issues.
- Occasionally provide training and assistance to local 3rd party service partners
- Occasional Travel with minimum advance notice, throughout designated region (and beyond if required) to perform Field service on sensitive/escalated issues
Education/Experience:
- Four-year technical degree or equivalent work experience preferred.
- Prior technical experience and/or technical certifications and at least one-year industry specific experience is essential.
- Experience with Spectra Logic products and major backup software packages are a plus.
- Customer Service Excellence.
Travel:
- This position is projected to have up to three weeks of travel per year
Schedule:
- This position is for day shift. Working hours will be 6 am - 3 pm.
Why Spectra?
Join Spectra Logic and be part of a dynamic team that is at the forefront of data storage innovation. You will have the opportunity to work with leading-edge technologies, engage with top-tier customers, and contribute to the success of our business in a strategic and impactful way.
Privately held since its inception in 1979, Spectra is allowed to do what is right without having to satisfy Wall Street each quarter. That means our associates and customers come out as winners.
Isn’t it time you joined our winning team?
Benefits: Spectra Logic provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Our full benefits package includes Pension, medical, and life cover.
Equal Employment Opportunities (EEO) Statement: Spectra Logic is committed to the practice and policies of equal employment opportunities in the recruitment, employment and promotion of all associates without regard to race, religion, sex, age, gender, minority, veterans, national origin or ancestry.
