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- Tasks: Provide top-notch technical support and troubleshoot issues for our customers.
- Company: Join Spectra Logic, a leader in innovative data storage solutions for nearly 40 years.
- Benefits: Enjoy a casual work environment, learning opportunities, and annual training trips to the US.
- Why this job: Be part of a supportive team that values problem-solving and customer service excellence.
- Qualifications: Strong troubleshooting skills and customer service experience; tech degree or equivalent experience preferred.
- Other info: Full-time role with occasional travel; perfect for tech enthusiasts looking to grow.
The predicted salary is between 30000 - 42000 £ per year.
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
Systems Support Technician - Tier 1 EMEA 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 EMEA
✨Tip Number 1
Familiarise yourself with Spectra Logic's products and services. Understanding their robotic tape libraries and disk technology will give you a significant edge during interviews, as you'll be able to speak knowledgeably about the solutions they offer.
✨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
If you have experience with customer service, think of specific examples where you've successfully resolved issues. This will help you convey your ability to provide world-class support, which is crucial for this position.
✨Tip Number 4
Consider brushing up on your language skills, particularly if you speak Spanish or French. Highlighting your fluency can set you apart from other candidates and align well with the EMEA focus of the role.
We think you need these skills to ace Systems Support Technician - Tier 1 EMEA
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Systems Support Technician position. Understand the key responsibilities and qualifications required, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in technical support or customer service roles. Mention specific examples where you've successfully resolved technical issues or provided excellent customer service.
Showcase Technical Skills: Make sure to include your troubleshooting skills and familiarity with SCSI, Fibre protocols, and various operating systems. If you have experience with Spectra Logic products or similar technologies, highlight that as well.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your enthusiasm for the role and the company. Mention why you want to work at Spectra Logic and how you can contribute to their team.
How to prepare for a job interview at Spectra Logic
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your logical processes and any experience with error log analysis, as these are crucial for the role.
✨Demonstrate Communication Skills
Since clear communication is key in this position, practice explaining complex technical concepts in simple terms. You might even want to role-play a customer support scenario to show your ability to assist customers effectively.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of SCSI and Fibre protocols, as well as operating systems and backup software. Being able to discuss these topics confidently will show that you're ready to hit the ground running.
✨Express Your Willingness to Learn
Spectra Logic values a learning mindset, so be sure to convey your enthusiasm for ongoing training and development. Mention any relevant certifications or courses you've taken, and express your interest in furthering your skills.
