Technical Support Specialist, Tier 1

3 weeks ago

مصر, Egypt Commvault Full time

**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**:
Commvault Support is the recognised industry leader for customer satisfaction. This recognition is an integral part of our overall value proposition when new customers are evaluating Commvault as a solution, as well for current customers in realising maximum value in their existing investment.

**The role**:
What you’ll do:

- Commitment to ensuring the success and fulfilment of our global customer base.
- Handling a high volume of cases while ensuring a high rate of successful resolutions.
- Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
- Demonstrating the ability to work both independently and multi-functionally, crafting optimal solutions to customer issues and ensuring quality outcomes.
- Replicating technical problems internally for better understanding and resolution.
- Recognizing when cases need to be advanced due to technical complexities or strategic considerations.
- Mentor and coach new engineers in the team.
- Using internal labs and simulators for testing and analysis.
- Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
- Actively take part in weekend shifts, ensuring consistent support.
- Using productivity tools like softphone systems and CRM ticketing platforms optimally.
- Participate in Commvault community.

Who you are:

- Technical Support/Customer Service Experience - minimum 5-8 Years industry experience
- Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable.
- Proficient knowledge of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V), Windows Server, and Linux/Unix OS, with the ability to troubleshoot and resolve issues confidently.
- Experience with Cloud Storage Technologies such as AWS, GCP & and Azure.
- Solid understanding of one or more of the cloud hypervisors like Azur, AWS / containers like Kubernetes along with the awareness of their interaction with Commvault as a product.
- Good understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others.
- Good experience with storage concepts such as SAN/NAS, and the capacity to solve storage-related problems effectively.
- Solid understanding of Windows/Linux File System and ability to address issues related to it.
- working in one of these technology areas - Oracle, HANA, DB2, MySQL or any other Data Bases.
- Hands on experience on any appliance like NetApp/EMC/Nutanix
- Excellent experience with Active Directory, Microsoft Exchange and SQL Server, along with a foundational understanding of Active Directory Services, MS SharePoint, and Office 365.
- Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.
- Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
- A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.
- Experience working in SaaS environment is preferable
- Excellent communication skills, both verbal and written in English to business level.
- Willingness to work in a 24/7 model as per Business Requirements

Nice to have but not essential skills and experience:

- Commvault professional advanced certification is desired
- Fluency in a second European Language e.g. German, French, Spanish, or Italian, both verbal and written to a business level.

What We Offer:

- A dynamic & challenging work environment with opportunities for personal & professional growth.
- Competitive salary & benefits package.
- Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the wellbeing of our employees.
- A workplace that fosters a supportive & collaborative culture, encouraging team engagement, open communication, & mutual respect, creating an empowering environment for all employees.
- Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.
- Provision of state-of-the-art technology & tools to ensure you have everything needed to excel in your role.
- A culture that recognizes & rewards hard work and ac

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