Sr. Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity:

As a Senior 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.

You are great at:

• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
• 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 Tier 3, 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 it takes:

• Experience of supporting, administrating, configuring, and troubleshooting:
• Active Directory
• Spanish desired 
• Hypervisors (Hyper-V, VMware etc)
• Networking (LAN/WAN, DNS, DHCP, TCP/IP)
• SQL or Exchange
• System Administration
• Windows Servers (Ideally 3 to 5 years’ experience)
• Cloud (AWS/Azure)
• Microsoft Clusters
• Microsoft / Linux Qualifications
• Network storage
• Linux Servers

While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Additionally, OpenText, as a proud US federal contractor, may be subject in the future to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated.  The Executive Order is current stayed pending litigation.  If the stay is lifted and the Executive Order goes into effect, all employees will be required to comply with the requirement to either be fully vaccinated or obtain an approved medical or religious exemption. 
 

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office.