System Support Technician - Tier 1

EMEA Systems Support Technician - Tier 1

Bracknell, Berkshire

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. We offer a casual work environment with ample opportunity to learn and grow within the company, whose HQ is located in beautiful Boulder, CO.

Who's on your team?

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. 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 socializing with your peers.

SUMMARY OF POSITION

We are seeking a Tier 1 Systems Support Technician for our 24/7 Technical Support Department. 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:

Ideal candidates will possess the following essential skills:

• 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 center, 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.

Responsibilities:

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

Education/Experience:

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

Schedule:

This position is for day shift.

Location: Candidates must reside within commuting distance of our Bracknell office. Relocation assistance is not available. Only local candidates will be considered

Compensation: £30,000 - £36,500/ year. While this salary range is a good faith and reasonable estimate, a candidate's actual salary will be competitive based on a variety of factors including the candidate's knowledge, skills, and experience.

Application Window: Applications will be accepted until 10/30 /2026

WHY SPECTRA?

Headquartered in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 40 years of proven success preserving, protecting and defending the world's data. Spectra offers a challenging, flexible and creative work environment. Our culture is one that drives personal opportunity and advancement and rewards high performance while maintaining a high-quality work-life balance. We offer a casual, hybrid work environment with ample opportunity to learn and grow within the company. Work out on your own or with our trainer at one of the on-campus gyms; grab lunch or snacks onsite or challenge the CEO to a game of pinball; and grow your career with peers who are second to none.

SPECTRA IS AN EQUAL OPPORTUNITY EMPLOYER

Spectra is committed to recruiting and retaining a diverse and inclusive workforce. We are proud to be an Equal Opportunity Employer, and we never discriminate against applicants or employees on the basis of age, color, disability, gender, gender identity, gender expression, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other characteristics protected by applicable law

Spectra Logic is committed to the practice and policies of equal employment opportunities in the recruitment, employment and promotion of all associates without regard to age 40 and over, race, color, religion, sex, sexual orientation, disability, gender, gender identity, gender expression, genetic information, status as protected veteran, national origin, or any other applicable status protected by state or local law.