Customer Support Engineer- Tier 2 (Server)

Commvault is the gold standard in cyber resilience, empowering customers to recover from cyberattacks and protect their data. They are seeking a Level 2 Support Engineer to provide exceptional phone support for complex issues while working with a variety of technologies, primarily focused on Windows Server environments.

Responsibilities:

• Working independently and in a team to come up with optimal solutions for customer problems
• Strong written and verbal communication skills
• 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. Main focus being on Windows Server operating systems, Networks, Hardware and Application troubleshooting via event logs, acquiring process crash dumps, analyzing network packets, making registry changes, understanding Windows firewall and VSS
• Working remotely on enterprise level customer sites and secure sites
• Recreation of problems in an internal lab environment and ability to provide Root Cause Analysis
• Contributing to knowledge base and online forums
• Alibility to multi-task with strong time management skills
• Continuous professional development and maintaining technical expertise via training and certifications

Requirements:

• US based position
• Position will require working with some federal customers
• A bit of a technical whizz who loves to know and learn 'how things work'
• Enjoy troubleshooting and resolving complex problems and help customers across the globe fix their issues and make their day
• Real desire to provide extraordinary customer experience (that is why our APAC Support Team receives 98% customer satisfaction score!)
• Support, Systems Administrator or Systems Engineer background
• Advanced administration and troubleshooting skills in Windows Server environments
• Proven experience of Networking and troubleshooting connectivity, Name Resolution, and performance based issues with OS and/or hardware
• Understanding of Microsoft clustering technologies and experience with SAN Storage
• Have experience with applications such as the following: Microsoft SQL, 2008-2014 Installation, administration and troubleshooting, Basic SQL scripting
• Working knowledge of VMware/Hyper-V
• Microsoft Internet Information Services (IIS), Apache Tomcat
• Strong written and verbal communication skills
• 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. Main focus being on Windows Server operating systems, Networks, Hardware and Application troubleshooting via event logs, acquiring process crash dumps, analyzing network packets, making registry changes, understanding Windows firewall and VSS
• Working remotely on enterprise level customer sites and secure sites
• Recreation of problems in an internal lab environment and ability to provide Root Cause Analysis
• Contributing to knowledge base and online forums
• Ability to multi-task with strong time management skills
• Continuous professional development and maintaining technical expertise via training and certifications