System Support Engineer - Tier II
About The Position
Spectra Logic is a leader in data management and data storage solutions, providing innovative products that help businesses manage, preserve, protect, and defend their data. Our offerings include tape storage, file and object storage, and comprehensive data management software. We are committed to delivering high-quality, reliable, and scalable solutions to help organizations efficiently manage, migrate, and store long-term data with features that make it ransomware resilient. Problem solvers. We have huge range of personalities with common traits, they love to solve problems, they enjoy learning, and they help each other. Most importantly, they are focused on helping our customers. We do work hard; we work together, and enjoy the challenges presented. If problem solving all week and then enjoying all Colorado has to offer on your time off sounds like you, then you will fit in nicely on Spectra Logic’s Service Delivery team.
Requirements
- Bachelor’s degree with a technical focus or equivalent relevant work experience
- Familiarity with Data Storage systems, including SAN architecture, Fiber, and Ethernet protocols is required.
- Strong desire to provide world-class customer support is essential to the success of the candidate.
- Candidates must possess excellent troubleshooting skills utilizing logical processes and be detail oriented.
Nice To Haves
- Previous customer service experience, preferably in a call center, would be beneficial.
- Knowledge of Operating Systems, including Windows and Unix-based, as well as various backup software packages is ideal.
- Experience as a backup, systems, or SAN administrator.
- Possessing an MCSE certification, is a major plus.
- Knowledge of tape drives, disk products and RAID are desired.
- Fluent in a second language, especially Spanish or French is also a plus.
Responsibilities
- Work with customer trouble tickets, which have been escalated from Tier I.
- Perform technical analysis and troubleshooting of Spectra Logic hardware.
- Technical analysis and troubleshooting of customer environments.
- Provide OS and backup software support.
- Take corrective action to provide timely resolution of technical problems.
- Be the consultation point for Tier1 for questions, technical training, and assistance.
- Participate in occasional on-call duties on a rotating basis to provide 24x7 technical support (additional compensation provided).
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 support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
