What are the responsibilities and job description for the System Support Technician - Tier 1 position at Spectra Logic?
LOCATION:
Hybrid in Boulder, Colorado (a couple days a month in the office)
NOTE - Training will be M-F 8AM -5PM. Once completed, the working hours for this role are Sunday - Thursday, 4PM - 1AM.
JOB TYPE: Full Time, Exempt
OVERVIEW:
Spectra Logic Corporation is a global leader in data management, data protection and data storage technology, providing compelling solutions that preserve, protect and defend data at scale. With its focus on data storage innovation for more than 40 years, we are expanding our reach from storage infrastructure to cloud integrated data management.
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
WHAT YOU NEED TO BRING TO THE TABLE:
- Bachelor’s degree in a technical field or equivalent work experience preferred
- 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
Experience as a backup, systems or network administrator or possession of A , Network and/or Security certifications is a major plus
- 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
- Fluency in another language, especially Spanish or French
WORK SCHEDULE:
Sunday - Thursday 4PM - 1AM
