Technical Support Specialist
4 days ago
**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**
The Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.
This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.
**You are great at**:
- Able to take 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
- Proactively identify possible problems and raise issues to appropriate teams
- 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
- Manage work to meet milestones and keep management informed of issues and status
- Employ proper troubleshooting steps to solve complex problems involving broad product knowledge
- 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 and train Associate and Intermediate Technical Support Specialists
- Participate on special project teams for support or corporate initiatives as such projects arise
- Mentor and train Associate and Intermediate Technical Support Specialists
- Document processes or errors to assist in team members everyday responsibilities
- Maintain Documentation for accuracy and completeness in an ever-changing environment
**What it takes**
- College/University graduate of a 4 year technical degree (e.g. computer science) preferred; for graduates of non-IT related courses, a 4 year degree and a strong technical aptitude is required
- Minimum of 4 years related experience
- Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project
- Working knowledge of and experience with AS/400, Unix, and Linux is high desirable
- Working knowledge of and experience with the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping, and EDI 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 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
- Working knowledge of and experience with one or more of the following programming languages: SQL, JavaScript and C++, Perl and VB
- Established technical problem solving and critical thinking skills, including the ability to think creatively to find solutions
- Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be technical
- EDI knowledge preferred
- 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 high degree of deductive reasoning ability, critical thinking capacity, and initiative to solve problems and determine appropriate solutions
Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.
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