IT Support Technician II

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 is the gold standard in cyber resilience, helping customers recover & prevail against

ransomware & other cyber threats. We bring data protection, data security, data intelligence & recovery

together on one platform at the lowest TCO.

Your Mission: As an IT Support Technician, you will provide exceptional support to internal employees via phone, email, and remote sessions. You'll manage cases from start to finish, ensuring high employee satisfaction and documenting details meticulously. You will work independently and collaboratively to develop effective solutions.

Constant learning and applying new insights are crucial to stay ahead of technical challenges. You will also recognize when to escalate issues, using advanced productivity tools to maintain our high service quality and deliver an outstanding employee experience.

Key Responsibilities:

• Answer phone and email requests for technical assistance and perform Tier 1 troubleshooting and analysis.
• Provide setup, imaging, upgrades, repair, and inventory control services for PCs at the local site.
• Serve as the first point of contact for support of all IT applications and systems for internal end users.
• Provide quick resolutions and excellent customer service, redirecting unresolved issues to the next level of support personnel with detailed diagnostics.
• Repair and replace equipment as necessary.
• Move or relocate workstations as required for both small and large projects.
• Maintain a positive work environment that fosters team performance and supports open communication within and outside the Technology Team.
• Act as the primary resource for daily support tasks on the production floor, escalating issues beyond your expertise to the next level.
• Maintain technical documentation and a service catalog for software installations, hardware configurations, and troubleshooting procedures.
• Work flexible hours and accommodate any IT Support Services shifts, including potential overtime. Provide after-hours 24/7 on-call or on-site support as required.
• Familiarity with Windows Autopilot for simplified device configuration, ensuring seamless user experiences.
• Proficiency in Apple Jamf for efficient management of Apple devices, including enrollment, configuration, and troubleshooting.
• Competently support Microsoft Office 365 applications, including Word, Excel, PowerPoint, Outlook, and Teams, resolving related issues.
• Guide users in setting up and utilizing two-factor authentication (2FA) methods for enhanced security.
• Proficiently assist users with audio-visual (AV) conferencing systems such as Microsoft Teams and Zoom Rooms, ensuring smooth virtual meetings.
• This position requires approximately 10% travel to support various IT operations and projects as needed.
  
  

Qualifications:

• Bachelor's degree or equivalent education in computer science, information technology, or a related field preferred.
• Previous experience in an IT support role or a related field, with a minimum of one year of experience, is preferred, but candidates with relevant education and certifications may also be considered.
• Strong understanding of IT systems, including hardware, software, networks, and peripherals.
• Proficiency in troubleshooting and resolving technical issues across various platforms, including Windows, macOS, and Linux.
• Strong analytical and problem-solving skills to identify root causes of technical issues and implement effective solutions.
  
  

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 [email protected] For any inquiries not related to an accommodation please reach out to [email protected].