Sr. Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

THE OPPORTUNITY:

Our Senior Technical Support Specialist position offers you an opportunity to learn cutting-edge backup, high-availability, and disaster recovery software. You’ll leverage critical thinking on an ongoing basis, as each customer situation is unique. Therefore, you will need to be creative with your solutions.

The successful candidate will join an established team that provides world-class customer support through technical assistance to external customers and other departments via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

YOU ARE GREAT AT:

• Diagnose, troubleshoot, and identify/resolve service and product offerings issues. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment, etc.

• Manage multiple customer cases simultaneously while maintaining high levels of customer satisfaction.

• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.

• Work with Tier 3, Operations, and Development on technical escalations, bugs, and feature requests.

• Excellent customer service skills, adding to the customer experience.

• A track record of sound judgment and decision-making in positions with significant responsibility.

• Challenging yourself to master the complex subject matter

• Communicating with and assisting people of varying technical skill levels

• Consistently providing excellent technical support when subjected to different degrees of visibility into affected environments

• Troubleshooting errors with diverse degrees of depth and complexity

• Keeping a patient and collected composure while resolving customer requests and possessing excellent customer service skills.

• Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.

• Building and leveraging VMs, maintaining a functional virtual workspace.

What It Takes:

Experience of supporting, administrating, configuring, and troubleshooting the following:

• Active Directory

• Hypervisors (Hyper-V, VMware, etc.)

• Networking (LAN/WAN, DNS, DHCP, TCP/IP)

• SQL or Exchange

• System Administration of Windows servers with Linux a plus

• 4+ years in a System or Network Administrator role or a comparable environment

• Customer-centric attitude

• Self-driven, able to function effectively alone, and collaborate well

• Meticulous attention to detail and ability to grasp concepts quickly

• Excellent verbal and written communications skills

• Exhibits strong organizational skills, resourcefulness, and demonstrates initiative

OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.