Technical Specialist - Associate (Client)

Customer Support Associate - Client Group
Company Description
Commvault is the world's most powerful backup and recovery software in the cloud and on any infrastructure, helping companies
transform their data into a powerful strategic asset. Commvault data protection and information management solutions enable
companies and organizations of all sizes, in all industries, to protect, access and share all of their data—anywhere and anytime.
As an organization, we are committed to a great work culture that embraces our values and promotes professional growth. Our Vaulters
are passionate innovators who work together to uncover new challenges that can be solved. We are proud that the focus of every
vaulter is to drive our customers' businesses forward. We're all about getting the job done, and having FUN doing it. As vaulters we
pride ourselves on transparency, integrity, and respect in everything that we do.
NOW is the time to join a growing company with strong roots, where you can take on your next challenge.
Job Description
The Customer Support Associate works within a team of technical support professionals aimed at delivering technical solutions for
Commvault’s customer base. This customer base has a wide range of technical ability and this role has no ceiling, you will own an issue
from initial pick-up all the way to working with the development team on identifying a possible solution. This position is part of our Client
Support group in our Customer Support Center. This is an excellent opportunity for innovative and collaborative technologists to join a
global team that has led the industry in satisfaction seven years in a row. We offer innovative training, interesting colleagues, and the
opportunity to grow with us. Our Client Group is focused around but not limited to backups of virtualization technologies within the
Commvault suite, this includes VMware, HyperV & RHEL. We are a source of expertise for not just our customer base but also our
partners and consultants on site.
We are looking for a Customer Support Associate with a genuine passion for all things tech to join our expert and superfriendly Windows and Virtualisation team.
Position Responsibilities include:
• Troubleshoot and resolve complex support problems
• Troubleshoot customer issues using remote desktop software
• Successfully interact through phone and email with customers as you solve their problems
• Dedication to the success and satisfaction of our customers
• Recreation of problems in house
• Root Cause Analysis and / or provision of examples of software bug
• Working independently and as a team to come up with the best solutions to a customer problem.
• Providing best-in-class phone based support for a variety of complex, time critical issues.
• Using and sharing your knowledge of a wide range of technologies
• Working remotely on enterprise level customers and dark sites
• Having the opportunity to build labs and simulators
• Ability to be involved in product BETA testing
• Contributing to our Solutions Engine and online forums
Position Requirements include:
• At least 5+ years of technical/customer support experience
• Excellent knowledge of VMware\Hyper-V - Implementation and configuration of VMware Cluster environments. Knowledge
of the full feature set available in VMware. Advance Troubleshooting of VMware Issues - Implementation and configuration
of HyperV Cluster environments would be desirable . Knowledge of the full feature set available in HyperV. Advance
Troubleshooting of HyperV Issues – Desirable but not essential.
• Networking and troubleshooting connectivity, name resolution and performance based issues with OS and/or
hardware. Good knowledge of system networking and troubleshooting connectivity and Microsoft clustering technologies
and and TCP/IP and DNS
• Understanding backup theory and design. Backup and data management fundamentals
• Previous experience with Commvault technologies is highly desirable as is other backup software such as Veritas,
Symantec, Backup Exec, ShadowProtect, NetBackup, NetWorker, Avamar, VEEAM, or TSM is a plus
• Thorough knowledge of administration and trouble shooting in Microsoft Windows Server operating system (think
troubleshooting via the event logs, acquiring crash and application dumps, analysing network packets, windows firewall,
VSS). Strong understanding of Windows clustering. Advance knowledge of Microsoft Active directory. Recovery knowledge
of Microsoft operating systems and applications.
• Linux Skills• Previous experience troubleshooting enterprise environments
• Strong customer relations skills.
• Strong multi-tasking and prioritization skills.
• Strong written and verbal communication skills.
• Excellent team player.
Why Commvault?
You get the “Freedom to make an impact, together”. We thrive upon collaboration by designing our offices and cafes to spark
conversation about work and fun. Although we hail from all walks of life and speak dozens of languages, we’re passionate about
equality and integrity. We “go beyond” each and every day.
Qualifications
We value knowledge and curiosity, no matter whether you learnt it at university, through courses or by learning from others.
Bachelors Degree
MCP/MCSA/MCSE/VCP highly desirable.
Additional Information
Recognized as a leader in the Gartner Magic Quadrant for Data Center Backup and Recovery Software, our industry's definitive
independent ranking. For the seventh straight year, Commvault has been named a leader. And this year we're furthest on the
"completeness of vision" and highest on the "ability to execute."
Commvault offers its products through a broad array of distribution partners globally, while building upon its strong portfolio of strategic
partnerships with leading technology companies including Microsoft, Amazon Web Services, Cisco, Oracle, SAP, Nutanix, Pure, HP,
Hitachi, NetApp and many others. Commvault's global headquarters is located in Tinton Falls NJ, with additional offices that support
customers globally across the Americas, EMEA, and APA