Systems Support Technician - Remote

Overview

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 40 years, we are expanding our reach from storage infrastructure to cloud integrated data management.

In Short

• 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
• Traveling to local customer sites for training purposes and break/fix situations

Requirements

• Bachelor’s degree in a technical field or equivalent work experience preferred
• Prior technical experience and/or technical certifications preferred
• At 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

Benefits

• 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