System Support Technician

Spectra Logic; Boulder (CO); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401K with matching

HSA and FSA options

Disability insurance

Employee Assistance Program

Paid vacation, holidays, and sick time

Educational reimbursement

Hybrid work options

Job summary

Spectra Logic is seeking a Systems Support Technician for a hybrid role in Boulder, CO. Initial in-office training with remote work thereafter; local commuting required.

You’ll support Spectra’s hardware, software, and backup products from the Technical Support team, assisting customers via remote sessions, email, and phone. You will engage in troubleshooting, OS and backup software support, and fault diagnosis with ongoing training.

Qualifications

• Bachelor’s degree or equivalent technical experience required.
• At least one year of industry-specific experience is essential.
• Excellent troubleshooting ability using logical processes and log analysis.
• Experience with various operating systems and backup software packages.
• Data storage experience and knowledge of tape drives and disk storage arrays.
• Understanding of PCs, server hardware and networking.
• Certifications such as A+, Network+ and/or Security+ are a plus.
• Exceptional customer service experience is essential.

Responsibilities

• Performing technical analysis and troubleshooting of Spectra Logic hardware and software products.
• Establishing remote sessions to connect to customer systems for diagnostics.
• Exercise independent judgment regarding corrective action.
• Implementing corrective action plans for timely resolutions.
• Engaging processes to resolve customer issues.
• Answering incoming technical support calls and emails.
• Providing OS and backup software support and documentation.
• Following-up on customer issues and escalation when needed.

Skills

Troubleshooting

Customer service

Communication

Networking basics

Education

Bachelor’s degree or equivalent

A+ Certification

Network+ Certification

Security+ Certification

Tools

Backup software

Windows/Linux OS

Networking hardware

Job description

TITLE:

Systems Support Technician

LOCATION:

Hybrid in Boulder, Colorado (in office for initial training, primarily remote after training)

Candidates must reside within commuting distance of our Boulder, CO office. Relocation assistance is not available. Only local candidates will be considered

JOB TYPE:

Full Time, Exempt

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 45 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 situation

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 preferredAt 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:

Day shift – Monday to Friday

TRAVEL:

Up to three weeks (estimated) of travel per year

COMPENSATION:

Base salary range: $60,000 to $65,000 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

BENEFITS:

Spectra provides a casual work environment and a compensation structure that rewards contribution and hard work. Our comprehensive benefits package includes:

• Medical, dental and vision insurance
• 401K with matching

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Short-term and long-term disability insurance
• Employee Assistance Program
• Paid vacation, holidays, and sick time
• Educational reimbursement
• Hybrid work options

WHY SPECTRA?

Located in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 45 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.

We offer a casual, hybrid work environment with ample opportunity to learn and grow within the company. Work out on your own or with our trainer at one of the on-campus gyms; grab lunch or snacks onsite or challenge the CEO to a game of pinball; and grow your career with peers who are second to none.

SPECTRA IS AN EQUAL OPPORTUNITY EMPLOYER

Spectra is committed to recruiting and retaining a diverse and inclusive workforce. We are proud to be an Equal Opportunity Employer, and we never discriminate against applicants or employees on the basis of age, color, disability, gender, gender identity, gender expression, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other characteristics protected by applicable law.