Level 2 Technical Support Representative

Overview

Test and troubleshoot hardware and software related issues as reported by customer, document findings to determine root cause.

Responsibilities

• Diagnose and analyze hardware and software issues as they relate to Drobo & FileTransporter products
• Determine if issues are known or a new finding
• Duplicate issues as documented in CRM
• Document issues into bug tracking database detailing steps to duplicate issue
• Install or replace hardware components such as cabling, interface cards (USB3 ), switch, routers.
• Install software on Mac/PC hosts in order to duplicate scenarios
• Troubleshoot network and computer program errors
• Implement written test procedures and processes for each product, host & OS based on customer feedback and usage.
• Make recommendations for new knowledge base articles or improvements to existing knowledge base articles
• Review current RMA process to improve and redefine

Requirements

• Proficient with Mac and PC hardware and software (Windows 7/8, Mac 10.7, 10.8, 10.9 knowledge of linux a plus ). Must have the understanding of Electrical assemblies
• Excellent troubleshooting and problem solving skills a must
• Working knowledge of both hardware and software components and how they interact with Drobo devices, i.e Thunderbolt, USB3, Firewire, ISCSI
• Solid combination of technical knowledge, interpersonal and communication skills
• Must be able to communicate in English and Spanish
• Ability to write clearly and accurately in Spanish and English
• Prior experience with CRM & Jira a plus
• Some Travel required