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Technical Support Specialist

Req id:  2005

North Sydney, NSW, AU, 2060

<span style="font-family:"Calibri",sans-serif">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. 

We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the APAC Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the APAC region. 


You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems is must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.  Identifies and provides resolutions to a diverse range of complex technical problems.  Mentors others in providing validated technical information, support process instructions and special support requirements.  Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction.  May need to engage or escalate to more senior resources to resolve more complex issues.

 

Principal Duties and Responsibilities:

  • Handle support calls and emails from OpenText customers, partners, and internal resources (e.g. consultants)
  • Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action
  • Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department’s commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain confidentiality of critical information
  • Will take on extra responsibility and non-routine assignments. Makes and meets commitments. Follows through on issues that need resolution even when outside area of responsibility
  • Effectively communicates procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to customers. May provide documentation and direct feedback to Account Managers, Sales and other OpenText Technical Support co-workers as appropriate
  • Escalate customer issues to OpenText escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner
  • Participate in the growth of OpenText customer support team, including training of new team members, contributing to reviews of technologies, standards, and processes
  • Form part of a support team to guarantee 24x7x365 support to OpenText customers

 

Required Qualifications and Experience:

  • High level client engagement and customer service. Excellent verbal and written communication skills
  • Experience in supporting an Enterprise Content Management Systems, such as Documentum, OT Content Suite, SharePoint, Alfresco
  • Experience in troubleshooting issues in a N-tier Software Architecture environment. Demonstrated problem solving and analysis of product trace/logging information
  • Experience in conducting urgent investigations, problem isolation and response to high priority issues
  • Knowledge and/or experience of SQL and development in Java, .NET or C++
  • Experience in installation, configure and maintain mainstream OS (Windows, Linux) and DB (SQL Server, Oracle etc)
  • An understanding of infrastructure and cloud technologies including storage, backup & restore, networking, load balancer, proxy, firewalls, profile security management, Kubernetes etc.
  • Hands on experience working with OpenText Content Suite or Document Science xPression

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 your potential. Become an OpenText Voyager.

Apply now »