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:

 

OpenText is seeking a Senior Technical Support Specialist, a Level 3 lead technical support position. the Senior Technical Support Specialists are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.

 

You are great at:  

 

• Taking escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work Identify possible improvements to processes and applications to team members and leadership.
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s, and training materials.
• Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization
• Participate on special project teams for support or corporate initiatives as such projects arise Mentor and train Associate and Intermediate Technical Support Specialists

 

 

What it takes:

 

• Minimum of 2 years related experience
• College/University graduate of a 4-year technical degree (e.g. computer science) preferred
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project.
• Working knowledge of and experience with many of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Office, Voice Message processing, SMS processing and Fax processing
• Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
• Working knowledge of and experience with one or more of the following databases: Oracle, MS SQL Server and IBM DB2 Working knowledge of and experience with one or more of the following Application Servers: Tomcat, WebLogic Server and WebSphere AS
• Must be able to work the night shift, shift rotation, on call and overtime (when necessary)
• Good customer orientation and can work under pressure.
• Has moderately high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions

 

 

 

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.