System Support Technician - Tier 1

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

Qualifications:

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