Senior IT Support Technician I

About Commvault 

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. 

JOB DESCRIPTION:

Your Mission: As a Senior IT Support Engineer, your role revolves around delivering exceptional support to internal employees through various channels including phone, email, and remote sessions. You will take ownership of cases from initiation to resolution, consistently aiming for high employee satisfaction while meticulously documenting all pertinent details. Your responsibilities encompass both independent problem-solving and collaborative efforts to devise effective solutions. Staying proactive in anticipating and overcoming technical hurdles is key, alongside providing mentorship to junior team members. Continuous learning and the application of new insights are essential for upholding our service standards and ensuring an exceptional employee experience.

Key Responsibilities:

• Provide expert-level troubleshooting and analysis via phone and email to resolve complex technical issues promptly and effectively.
• Ensure high customer satisfaction by promptly escalating unresolved issues with detailed diagnostics and maintaining exceptional service standards.
• Take charge of complex tasks and projects, effectively organizing work assignments, proposing innovative projects, and implementing new technologies to optimize the organization's IT infrastructure.
• Manage and troubleshoot advanced configurations and issues associated with Windows Autopilot, Jamf (MDM), Microsoft Office 365 applications, and two-factor authentication (MFA) systems.
• Administer Active Directory, encompassing tasks such as user account management, permissions allocation, and group policy administration.
• Mentor junior team members by imparting knowledge and sharing best practices, fostering a collaborative and supportive team environment.
• Update and maintain comprehensive technical documentation and service catalogs covering software installations, hardware configurations, and troubleshooting methodologies.
• Provide 24/7 on-call support and be available for after-hours assistance and shifts as necessary to ensure continuous IT support services.
• Collaborate with cross-functional teams to plan and execute IT infrastructure upgrades and enhancements.
• Conduct regular audits and assessments to optimize system performance, reliability, and security.
• Act as a technical lead in evaluating new technologies and recommending solutions that align with business goals.
• Travel approximately 10% of the time to various locations to support diverse IT operations and projects as required.

Technical Skills:

• Strong understanding of IT systems, including hardware, software, networks, and peripherals.
• Proficient in data center hardware, Microsoft/UNIX operating systems, enterprise-class applications, storage systems, networking, virtualization, cybersecurity, and cloud services.
• Familiarity with cloud computing platforms and services, such as AWS, Azure, or Google Cloud.
• Relevant certifications (e.g., Microsoft Certified Systems Engineer, MS Azure Administrator, etc.).

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field preferred.
• Prior experience in an IT support role or related field, with at least 5-7 years preferred.

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.