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Senior Technical Support Specialist

Req id:  21754

Cork, C, IE

 

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.  

 

 

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. 

Our senior technical support specialist position offers you an opportunity to learn all sorts of exciting technology and to expand your knowledge.  

Facilitating the resolution of a full range of complex technical issues of OpenText products by way of log analysis, research or recreating in-house. This position requires strong technical & problem-solving skills.  

 

Key Accountabilities:

  • Provides technical support responding to case service levels, analyzes issues, develops resolutions to a diverse range of complex problems.
  •  Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  •  Leads or assists in efforts in facilitating problem recreation and failure analysis of systems level issues.
  • Escalates to senior resource or to engineering all necessary analysis to open engineering investigation.
  • Monitors and tracks service calls, provides status updates at regular intervals and communicates status to customers using the support ticket system.
  • Monitors and participates in online conversations in support forums, including seeking opportunities to capture customer-contributed knowledge into knowledge base articles.
  • Actively participates in self-improvement, process, and technology training programs.
  •  Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
  • Submit and write new or updated content to knowledgebase. Review and approve submitted content to the knowledge base.
  •  Mentor and train less experienced Technical Support Specialists
  • Assists in identifying knowledge gaps based on recurring cases; escalating to management when more coaches are required
  •  Manage or contribute to projects as needed
  •  Performs other duties as assigned
  • Will require on-call and weekend rotation

 

You Are Great at:

  • Driving the resolution of complex technical issues in all areas of assigned OpenText products by analyzing logs researching issues or recreating in house
  • Analytical and conceptual thinking.
  • Demonstrating customer focus and empathy in all situations.
  • Effectively communicating procedural and technical issues to internal and external customers in a fast-paced environment.
  • Leading efforts in facilitating problem recreation and failure analysis of systems level issues.
  • Seeking opportunities to capture knowledge, write Knowledge Base Articles (KBAs) as well as review and approve submitted content.
  • Setting up, administrating and maintaining test environments for Windows and Unix based systems for testing purposes.
  • Being able to represent OpenText at customer or industry conferences and events.
  • Working seamlessly with other support teams to resolve customer issues

 

What It Takes:

 

  • Superior oral and written communication skills in English; additional European languages appreciated
  • Strong technical & problem-solving skills 
  • Broad exposure to technology in general, depth of knowledge in area of focus (Specifically: Operating Systems,Business Applications, Database, Data Storage, etc.). 
  • Solid foundation working with Windows and Linux OS and environments
  • Experience working with relational DBMS (Oracle, MS SQL Server, Postgres)
  • Good understanding of networking and Active Directory/LDAP
  • Knowledge of Web Servers and HTML i.e. Tomcat or MS IIS
  • Insight into containerization technology i.e. Kubernetes, Docker, etc.
  • Any scripting i.e. Java, SQL, CGI, Perl, .NET or C++ advantageous
  • Some experience with Enterprise Content Management Systems (OpenText, FileNet, Vignette) beneficial
 

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

Apply now »