Sr. Technical Support Specialist Hit enter to view the job description

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Imapct:

A Senior Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to learn cutting-edge Security and Forensic technologies which will enable you to support our customers. As a key contributor, you'll be instrumental in providing 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.

What the role offers:

• Challenging yourself to master difficult subject matter
• Communicating with, and assisting, people of greatly varying technical skill levels
• Consistently providing excellent technical support and a positive customer experience
• Troubleshooting errors with varied degrees of depth and complexity
• Communicating with Engineering in a clear, concise, and thorough manner, regarding product deficiencies and improvements
• Keeping a patient and collected composure while resolving customer requests
• Scoping and clarifying problems to ensure full understanding
• Both giving and receiving coaching on problem identification, scoping, understanding, and setting expectations
• Utilizing and creating departmental resources, such as training videos, knowledge base articles, product documentation, etc.
• 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
• Working with Development and Product Management to drive customer issues
  

What you need to succeed:

• 4+ years in a Technical Support 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
• Functions as an advisor/expert in a technical capacity
• Excellent verbal and written communications skills

• Exhibits strong organizational skills, resourcefulness, and demonstrates initiative
• Strong knowledge of computer hardware components and operating system best practices
• Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology
• Proficiency with most current versions of Microsoft Windows and Server
• Proficiency with Linux operating systems

• Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers
• Web technologies such as web servers, browsers, etc.
• Networking protocols, architecture, and devices such as load balancers
• Enterprise software solution architectures
• Familiarity with enterprise backup software, architectures and concepts

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.