Systems Support Technician - Tier 1 EMEA

EMEA Systems Support Technician – Tier 1 Location: Bracknell, Berkshire Spectra Logic is a leading company in the storage industry, providing innovative data storage solutions for nearly 40 years. We design and manufacture robotic libraries utilizing tape and disk technology to meet the backup needs of our diverse customer base. Our headquarters is located in Boulder, CO, and we offer a casual, friendly work environment with ample opportunities for learning and growth. Team Environment Our Service Delivery Team is composed of problem solvers who love to learn, help each other, and focus on assisting our customers. While most team members are based in Colorado, we have a capable technical team 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 socializing. Position Summary We 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, providing world-class customer service by resolving technical issues over the phone. Responsibilities also include providing hardware and firmware support for Spectra Logic robotic tape libraries and disk products. Basic Qualifications Excellent troubleshooting skills utilizing logical processes and error log analysis Good understanding of SCSI and Fibre protocols and their hardware interfaces Exposure to various operating systems and backup software, with a general understanding of PC and server hardware Knowledge of tape drives, disk products, and RAID configurations Clear communication skills, both verbal and written; previous customer service experience is beneficial Experience as a backup or systems/network administrator or MCSE certification is a plus Fluency in another language, especially Spanish or French, is advantageous Responsibilities Answer incoming support calls and emails Perform technical analysis and troubleshooting of Spectra Logic hardware Support OS and backup software Take corrective actions for timely issue resolution Participate in escalation processes and follow up on customer issues Collaborate with US and regional support teams Provide training and support to local third-party service partners as needed Occasional travel within the region for field service on escalated issues Education and Experience Four-year technical degree or equivalent work experience preferred At least one year of industry-specific experience with technical certifications preferred Experience with Spectra Logic products and backup software is a plus Customer service excellence is essential Additional Details Travel: Up to three weeks per year Status: Full-time, direct hire Schedule: Day shift #J-18808-Ljbffr