The ideal candidate will have 3-5 years of direct experience in day-to-day administration of and maintaining an enterprise level data backup & recovery solution in a production environment. Prefer specific experience with Commvault. Experience with Veeam Backup & Replication, EMC Avamar, CarboniteEvault or EMC Data Domain products are an additional benefit. Must have flexible schedule availability.
Customer service focused and portrays energy, professionalism and welcoming characteristics.
Strong ability to work in a highly sensitive and confidential environment.
Ability to meet deadlines and handle sensitive and pressured situations.
Ability to identify issues and help develop strategy and tactical plans for various department initiatives
Ability to use good judgment and decision-making skills
Ability to use a PC, keyboard, and other standard office equipment
Provides quality internal and external customer service surrounding the Company values.
Participates in the monitoring of the team ticketing queue for incoming incident and request tickets and engages to assist with incident or customer requests from the EOC escalation process
Proactively reviews and monitors multiple solution environments to identify issues with system performance that could impact backup job processing and success rates. Alerts team members of any issues that may need to be escalated for more detailed investigation
Driven to provide superior customer service experience to all clients by providing timely, accurate, and professional communications. Takes ownership of client issues as presented and can work independently or in collaboration with other resources as needed to exceed the client's expectations
Provide superior problem resolution results for the efficient and effective management and resolution of all incident notifications and/or customer requests in a timely manner
Deliver clear, detailed, and accurate information in a professional & positive manner when working with all client and TierPoint team members
Participates in an on-call rotation to ensure 24 X 7 coverage for all customer requests and system alerts reported by backup infrastructure
Other duties as assigned.
Adequate professional experience and knowledge to perform Job Responsibilities
Excellent verbal, written, and interpersonal skills
Ability to prioritize and organize effectively
Ability to work on multiple projects simultaneously
Ability to work both independently and with others
Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
Proficiency in using MS Office Suite and Windows-based computer applications
Prior Backup & Recovery experience particularly in the data center industry