Overland Storage, Inc. is seeking a qualified Technical Product Support Representative (TPSR) Level 3 (L3) to support Snap Server NAS/SAN, REO/NEO product lines. The comprehensive range of storage systems run value-added software applications, including distributed management, replication, backup and restoration for desktops, notebooks, and servers, in order to meet the needs of distributed enterprises. We are looking for an excellent team player who can interface with customers, internal engineering groups, management, and can mentor junior level team members with keen ability for identifying and resolving issues. Feels comfortable with the technical and business usage (documents reading, e-mails and conference calls).
Qualifications & Training
• 5+ years of solid working experience with UNIX or LINUX, Windows 2000/2003/2008, XP and NT Operating Systems. Active Directory knowledge. Macintosh knowledge a plus.
• Intermediate configuration knowledge of Linux/Unix, and Microsoft environments for the best backup and recovery results solutions.
• Must be comfortable working in a command line shell in Windows and Linux. Shell scripting ability a plus.
• Familiarity with storage regarding various backup software packages, agent installation and management.
• Must be familiar with common internet protocols including: TCP/IP, HTTP, SSH, FTP, Telnet, SMB, and NFS.
• Experience with multiple device types, network devices, disk drives and other hardware devices.
• Demonstrate understanding of file sharing protocols and security management in Windows & UNIX.
• Have understanding of RAID, NAS and SAN technologies.
• Previous experience troubleshooting networking hardware and software issues to identify points of failure that prevented the transfer of customer online backups.
• Excellent, proven customer service and interpersonal skills.
• Possesses a clear, understandable phone manner and a service-oriented attitude.
• Ability to adapt to changing environments without sacrificing customer satisfaction or quality of performance.
• Advocate customer issues within Engineering, Sales and Tech Support to improve products, service and efficiency.
• Excellent verbal, and writing communication skills.
• Ability to maintain composure in stressful situations.
• Bachelor's degree or equivalent experience.
Preferred Skills
• Prior experience with a 24x7 high-availability technical support environment.
• Windows and Linux/Unix systems administration.
• Computer hardware/software knowledge.
• Knowledge of SQL and database structure.
• Strong ability to communicate concepts clearly and effectively, verbally and written.
• Experience with networking concepts, DHCP, Samba, NFS, ISCSI.
• VMware, Xen Server, and ESX Server a plus.
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