Lead Technical Support Specialist

7 days ago

Waterloo, Canada OpenText Full time

**Hiring Manager**: Deena Short
**Talent Acquisition Advisor**: Olu Adeyeye
**Job Code Level**: TEP4
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**YOUR IMPACT**:
We are looking for a Senior IT Support Specialist (for ITOM) to join our IT Operations Management Support Team. In this role, you will support a product suite (SS, ITOM) that helps our customers manage their critical IT infrastructure and operations. This includes monitoring public and private cloud deployments, managing modern enterprise networks, orchestrating hybrid cloud environments, and overseeing the lifecycle of virtual and physical servers, databases, and middleware.
**WHAT THE ROLE ENTAILS**:

- Reproduce, troubleshoot, and resolve technical issues, identifying root causes and working towards solutions
- Collaborate with Product Engineering to identify defects and test software patches
- Document interactions and solutions in the CRM system
- Promote Knowledge-Centered Services by creating and updating knowledge base content
- Mentor team members and contribute to their skill development

WHAT YOU NEED TO SUCCEED
- 5+ years of experience in a technical support environment.
- Hands-on experience troubleshooting Windows/Linux/UNIX operating systems
- Strong diagnostic and analytical skills using tools like traces, dumps, and logs
- Database knowledge (PostgreSQL, Oracle, MS SQL, Vertica or others)
- Virtualization skills (VMware, Hyper-V)
- Experience with cloud technologies (AWS, Azure, Google Cloud)
- Scripting knowledge (Perl, Python, Shell)
- Familiarity with High Availability (HA) and Disaster Recovery (DR) setups
- Experience with Docker/Kubernetes
- Exposure to web services and JavaScript

**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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