Data Storage Specialist

4 weeks ago

Boulder, Colorado, United States Spectra Logic Full time
Job Title: Systems Support Technician

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.

Job Summary:

We are seeking a highly skilled Systems Support Technician to join our 24/7 Technical Support Department. As a key player in our team, you will provide full support for Spectra's robotic tape libraries, disk products, and software applications to our customers.

Key Responsibilities:
  • Perform technical analysis and troubleshooting of Spectra Logic hardware and software products
  • Establish remote sessions to connect to customer systems for diagnostic purposes
  • Exercise independent judgment regarding corrective action
  • Implement corrective action plans that provide timely resolution of technical problems affecting the customer experience
  • Engage appropriate processes to achieve resolution of customers' technical issues
  • Answer incoming technical support phone calls
  • Respond to customer emails and provide written documentation of troubleshooting steps
  • 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
  • Travel to local customer sites for training purposes and break/fix situations
Requirements:
  • Bachelor's degree in a technical field or equivalent work experience
  • Prior technical experience and/or technical certifications
  • At least one year of industry-specific experience
  • 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
  • Exceptional customer service experience
  • The ability to clearly communicate technical topics both verbally and in writing
  • A strong desire to provide world-class customer support
Preferred Qualifications:
  • Experience with Spectra products and major backup software packages
  • Fluency in another language, especially Spanish or French
Compensation:

Spectra provides a competitive compensation package, including a base salary range of $55,000 - $60,000 annually, and a comprehensive benefits package that includes medical, dental, and vision insurance, 401K with matching, health savings account, flexible spending account, short-term and long-term disability insurance, employee assistance program, paid vacation, holidays, and sick time, educational reimbursement, and hybrid work options.

Spectra Logic is an equal employment opportunity employer and welcomes applications from diverse candidates.

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