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Technical Support Specialist

2 months ago

Waterloo, Canada Micro Focus Full time

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 IMPACT

As a Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team.

This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer.

WHAT THE ROLE OFFERS

  • Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings for Microsoft 365.
  • 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 other tiers, Operations and Development on technical escalations, bugs, and feature requests.
  • Working closely within a team.
  • Good written and oral communication skills in English.
  • Excellent customer service skills, adding to the customer experience.
  • A track record of good judgment and decision-making in positions with significant responsibility.

  • WHAT YOU NEED TO SUCCEED

    2-3 years Experience of supporting, administrating, and troubleshooting Microsoft 365:

    • The administration of Microsoft 365 platform (All Admin Centers)
    • Experience with Microsoft 365 collaborative tools (Sharepoint, Onedrive, Teams, Team Voice, Intune, Security and Compliance)
    • Powershell
      • Azure AD
      • Bachelor's degree in IT or Cyber Security field
      • Microsoft certification(s) (MS900, AZ900, SC900, MS220, MS700)
      • Working directly with Microsoft support

        ONE LAST THING

        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.