Technical Support Specialist

1 week ago

Waterloo, Canada OpenText 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**:
**What the Role Offers**:

- A dynamic work environment that encourages innovation and continuous learning, with access to professional development opportunities. Collaborate with cross-functional teams to enhance your problem-solving capabilities while delivering an exceptional customer experience.
- Utilize technical expertise in Windows 10/11, Server 2016/2019, Linux/UNIX, macOS, iOS, and Android environments to solve complex technical issues across diverse platforms.
- Engage with core networking concepts, including TCP/IP, DNS, DHCP, subnetting, firewalls, and HTTPS/SSL.
- Exposure to forensic and security processes, including imaging, write blocking, secure storage, incident response, and mobile phone forensics. Utilize security and traffic analysis tools like Zeek and Suricata.
- Utilize communication skills, translate complex technical concepts into clear, concise messages for both technical and non-technical audiences.
- Hands-on experience with database and web server management, work with MSSQL, SQL, and IIS to support secure operations. Work within a vLab to replicate customer concerns and develop creative solutions to challenges.
- Participate in late shift rotations and on-call support to gain experience in managing critical issues under pressure.

**What You Need to Succeed**:

- A university/college degree in a related discipline or equivalent work experience, with a minimum of 2-3 years in a technical support role.
- Exhibit strong analytical and problem-solving skills to effectively troubleshoot technical issues and contribute to innovative solutions in a fast-paced environment.
- Demonstrate excellent verbal and written communications skills and the ability to grasp and express complex technical concepts.
- Possess strong knowledge of Windows OS, Domains, Active Directory, and key networking concepts like TCP/IP, DNS, DHCP, and subnetting. Skillfully manage firewalls and SSL/HTTPS protocols.
- Proficiency in, Windows 10/11, Servers (2016& 2019), Linux or UNIX variants, macOS, iOS, Android, and familiarity with Azure and other cloud platforms.
- Experience working with databases (MSSQL, SQL, Oracle), web servers (IIS, Apache), and an understanding of web services and SSL certificates.
- Knowledge of forensically sound processes, including imaging, write blocking (hardware/software), secure storage, hashing, and chain of custody. Familiarity with DFIR concepts such as incident response, system hardening, whitelists/blacklists, IoCs, SIEMs, pentesting, endpoint protection, and Zero Trust. Experience with web traffic analysis tools like Zeek and Suricata is valuable. Network+/Security+ certifications are desirable.

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.

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