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- Tasks: Provide top-notch technical support and troubleshoot customer issues over the phone.
- Company: Join Spectra Logic, a leader in innovative data storage solutions for nearly 40 years.
- Benefits: Enjoy a casual work environment with opportunities for growth and annual training trips to the US.
- Why this job: Be part of a friendly team that values problem-solving and customer satisfaction in a dynamic setting.
- Qualifications: Ideal candidates should have troubleshooting skills, customer service experience, and a tech-related degree or equivalent.
- Other info: Fluency in Spanish or French is a plus; expect occasional travel for field service.
The predicted salary is between 30000 - 42000 £ per year.
Spectra Logic is a great company that values your skills, providing a work environment that is challenging and meaningful, with a culture that is casual and friendly. Spectra Logic Corporation is a storage industry leader, providing innovative data storage solutions for almost 40 years. We design and manufacture robotic libraries utilizing tape and disk technology to meet the backup needs of our diverse customer base.
Who’s on your team? Problem solvers. We have a huge range of personalities with common traits; they love to solve problems, enjoy learning, and help each other. Most importantly, they are focused on helping our customers. We do work hard; we work together and enjoy the challenges presented. While most of our Service Delivery Team are based in Colorado, we have a small group of very capable technical staff at our European Sales Office in Bracknell, Berkshire. The EMEA role includes the opportunity to visit our US office once a year for training and socialising with your peers.
SUMMARY OF POSITIONWe are seeking a Tier 1 Systems Support Technician for our 24/7 Technical Support Department. The ideal candidate will thrive in a fast-paced environment while providing world-class customer service to resolve our customers' technical issues over the phone. You will also need to provide customers with full hardware and firmware support for all Spectra Logic robotic tape libraries and disk products.
Basic Qualifications:- Excellent troubleshooting ability utilizing logical processes and error log analysis.
- Good understanding of SCSI and Fibre protocols and how they interface with hardware.
- Exposure to a variety of operating systems and backup software packages, and a general understanding of PC and server hardware.
- Knowledge of tape drives, disk products and RAID are required.
- Must possess the ability to clearly communicate technical topics both verbally and in writing.
- Previous customer service experience, preferably in a call centre, would be beneficial.
- Experience as a backup, systems/network administrator or possession of an MCSE certification is a major plus.
- Fluent in another language, especially Spanish or French is also a major plus.
- Strong desire to provide world-class customer support is essential to the success of the Systems Support Technician candidate.
- Answer initial incoming support phone calls.
- Respond to incoming customer emails.
- Perform technical analysis and troubleshooting of Spectra Logic hardware.
- 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.
- Work closely with US and regional support teams to share information and develop understanding of technical issues.
- Occasionally provide training and assistance to local 3rd party service partners.
- Occasional travel with minimum advance notice, throughout designated region (and beyond if required) to perform field service on sensitive/escalated issues.
Four-year technical degree or equivalent work experience preferred. Prior technical experience and/or technical certifications and at least one-year industry specific experience is essential. Experience with Spectra Logic products and major backup software packages are a plus. Customer Service Excellence.
Travel:This position is projected to have up to three weeks of travel per year.
Status:Full Time, Direct Hire. This position is for day shift.
Systems Support Technician Tier 1 employer: Spectra Logic
Contact Detail:
Spectra Logic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems Support Technician Tier 1
✨Tip Number 1
Familiarise yourself with Spectra Logic's products and services. Understanding their robotic tape libraries and disk products will give you a significant edge during interviews, as you'll be able to speak knowledgeably about the technology you'll be supporting.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in relation to SCSI and Fibre protocols. Being able to demonstrate your logical problem-solving abilities will show that you're ready to tackle the technical challenges of the role.
✨Tip Number 3
Highlight any previous customer service experience, particularly in a call centre environment. This role requires excellent communication skills, so be prepared to discuss how you've successfully resolved customer issues in the past.
✨Tip Number 4
If you speak another language, especially Spanish or French, make sure to mention it! Bilingual candidates are often highly valued, and this could set you apart from other applicants.
We think you need these skills to ace Systems Support Technician Tier 1
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and qualifications required for the Systems Support Technician Tier 1 position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Technical Skills: Make sure to emphasise your technical skills, especially in troubleshooting, SCSI and Fibre protocols, and any experience with operating systems and backup software. Use specific examples from your past work to demonstrate your expertise.
Showcase Customer Service Experience: Since this role involves providing world-class customer support, include any previous customer service experience you have, particularly in a call centre environment. Highlight your ability to communicate technical topics clearly and effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarises your qualifications but also expresses your enthusiasm for the role and the company. Mention your desire to contribute to the team and how your skills can help solve customer issues.
How to prepare for a job interview at Spectra Logic
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've solved technical problems in the past. Highlight your logical processes and any error log analysis you've performed, as these are crucial for the role.
✨Understand the Technical Requirements
Familiarise yourself with SCSI and Fibre protocols, as well as the hardware they interface with. Brush up on your knowledge of tape drives, disk products, and RAID systems to demonstrate your technical expertise.
✨Communicate Clearly
Practice explaining complex technical topics in simple terms. Since the role involves customer interaction, being able to communicate effectively both verbally and in writing is essential.
✨Emphasise Customer Service Experience
If you have previous experience in customer service, especially in a call centre environment, make sure to highlight this. Discuss how you’ve provided excellent support and resolved customer issues in a timely manner.
