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.  

Description

Provide first and second level support to employees, ensuring delivery of consistent quality and customer service across the organization. Assist office-based and virtual staff, with efficient and effective use of desktop applications and enterprise systems / applications.

Primary Responsibilities

• Managing the whole lifecycle of a support case for our employees
• Supporting both remote and office-based staff via phone and ticketing system
• Troubleshooting of complex tickets including escalation to subject matter experts
• Provide executive level support for executive leadership team members
• Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems
• Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals
• Delivery of clear and concise support documentation and training for team members
• Participate in IT/Facilities project as required
• Event support for company sponsored events
• Contribute to team innovation through ideas for process improvement and efficiency
• Managing multiple incidents and advanced system/administration access to monitoring systems and servers
• Deliver coaching/training and support to our first level team globally
• Major Incident Management.  Act as an Incident Manager on a rotating “on-duty” basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital).
• Processing of user account creation / modifications & terminations for various systems

Skills & Knowledge

• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• Skills supporting a highly distributed and mobile customer environment
• Ability to interact confidently with executive and external customers
• Strong problem solving and decision-making abilities
• Ability to work individually as well as contribute to a global team environment
• Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• Proficient with both Mac and all Windows operating systems, software and hardware
• Capable of handling a challenging, real-time environment with strong troubleshooting skills
• Organised with an ability to manage and prioritise multiple projects and team responsibilities in a fast paced environment

Work Environment

• Standard 37.5 hour work week with regular business hours of 8:30am– 5:00pm
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• Participate in the 24 x 7 on-call schedule rotation
• Minimal travel may be required

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

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. Accommodations may be available.