What are the responsibilities and job description for the System Support Techncian position at Spectra Logic?
TITLE: System Support Technician
LOCATION: Hybrid in Boulder, Colorado (a couple days a month in the office after initial onsite training period)
JOB TYPE: Full Time, Exempt
OVERVIEW: Spectra Logic is a leader in data management and 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.
Reporting to the Manager of Technical Support, you will be a key player in Spectra’s 24/7 Technical Support Department, providing customers with full support for Spectra’s robotic tape libraries, disk products and software applications. The ideal candidate will thrive in a fast-paced environment while providing world-class customer service to resolve our customers' technical issues through remote sessions, email communication and over the phone.
You will be joining a team of problem solvers. They have a wide range of personalities, but they share key common traits: they love to solve technical problems, they enjoy learning and they help each other. Most importantly, they are focused on helping our customers. They work hard, they work together and they enjoy the challenges presented. New hires will spend a minimum of eight weeks during an initial specialized training period to learn about our products and how to support them with continued training occurring on an ongoing basis.
WHAT YOU’LL BE DOING:
- Performing technical analysis and troubleshooting of Spectra Logic hardware and software products
- Establishing remote sessions to connect to customer systems for diagnostic purposes
- Exercise independent judgment regarding corrective action
- Implementing corrective action plans that provide timely resolution of technical problems affecting the customer experience
- Engaging appropriate processes to achieve resolution of customers’ technical issues
- Answering incoming technical support phone calls
- Responding to customer emails and providing written documentation of troubleshooting steps
- Providing OS and backup software support
- Taking corrective action to provide timely resolution of technical problems
- Actively participating in the escalation process
- Following-up on customer issues
- Traveling to local customer sites for training purposes and break/fix situations
YOUR EXPERIENCE INCLUDES:
- Bachelor’s degree in a technical field or equivalent work experience
- Prior technical experience and/or technical certifications preferred
- At least one-year industry specific experience is essential
- Excellent troubleshooting ability utilizing logical processes and error log analysis
- Experience with various operating systems and backup software packages
- Data storage experience and knowledge of tape drives and disk storage arrays
- A general understanding of PCs, server hardware and networking
- Exceptional customer service experience is essential
- The ability to clearly communicate technical topics both verbally and in writing
- A strong desire to provide world-class customer support
IT WOULD BE NICE IF YOU HAD:
- Experience with Spectra products and major backup software packages
- Experience as a backup, systems or network administrator or possession of A , Network and/or Security certifications
- Fluency in another language, especially Spanish or French
WORK SCHEDULE:
Day shift – Monday to Friday
TRAVEL:
Up to three weeks (estimated) of travel per year
COMPENSATION: Base salary range: $55,000 to $60,000 annually. While this salary range is a good faith and reasonable estimate, a candidate’s actual salary will be competitive based on a variety of factors including the candidate’s knowledge, skills, experience and location.
WHY SPECTRA?
Located in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 40 years of proven success preserving, protecting, and defending the world’s data. Spectra offers a challenging, flexible, and creative work environment. Our culture is one that drives personal opportunity and advancement and rewards high performance while maintaining a high-quality work-life balance. Work out on your own or with our trainer at one of the on-campus gyms; enjoy a people-first work culture and grow in your career with peers second to none.
Applications will be accepted on an ongoing basis until the requisition is closed.
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Salary : $55,000 - $60,000
