Commvault Administrator

what you will do:

• Successfully resolve technical issues (hardware and software) from incoming internal or

external businesses and end user's contacts and proactive notification systems.

• Respond to service, product, technical, and customer- relations questions on subjects such

as features, specifications, and repairs on current and discontinued products, parts, and

options, based on customer entitlement (warranty through mission- critical). .

• Proactively assist internal or external businesses and end users to avoid or reduce problem

occurrence.

• Ability to act as a mentor and guide other employees. Ability to provide direction and guidance

to process improvements.

• Ability to articulate clearly, recommend and explain resolutions /clients.

• Understand and utilize ITIL.

• Represent the company in a face to face customer location visit, industry conference/trade

show, vendor meeting, etc.

what you need to bring

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science).

Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.

• 3-7 years experience in relevant technologies and customer environments.

• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.

• Advanced troubleshooting skills in a technical environment.

• Excellent analytical and problem solving skills.

• Advanced Software and hardware knowledge of computing, storage and peripheral devices.

• Specific knowledge and training with the company's products. Knowledge of multiple product

lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

• Advanced proficiency with case management databases and tools.

• Superior customer service skills.

• Phone and remote support experience. E-support experience, knowledge and resolution

ability.

• Ability to solve and document solutions for usage of other technicians and customers.

• Ability to mentor new agents.

• Ability train peers on solutions.

• Ability to take full ownership for resolution with escalated customers.

• Ability to lead technical action plans.

• Lead or provide expertise to teams or projects.

• Highly Developed knowledge of more complex solutions.