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Technical Support Specialist

Req id:  11098

Salt Lake City, UT, US

 

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. 

 

 

Technical Support Specialist – Salt Lake City

 

Your First Six Months:

 

  • Training provided for primary product support (Server or AMR)
  • Learn the technical architecture of OpenText products.
  • Become fully acquainted with OpenText culture, values, and work environment.
  • Become familiar with the types of people and organizations making up our customer base.
  • Provide technical and non-technical product support to OpenText customers.
  • Work independently to solve customer issues and own casework.
  • Manage an open caseload while maintaining high levels of customer satisfaction.
  • Diagnose, troubleshoot, and resolve software, application, hardware, data transport, and network issues related to service and product offerings.
  • Manage multiple customer cases simultaneously, 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 2 and Tier 3 engineers on technical escalations, bugs, and a feature request.
  • Assist customers and alliance partners in troubleshooting and successfully complete disaster recovery tests within a scheduled window of time

 

Six to Twelve Months and Beyond:

  • Assist in documenting new and known issues with senior resources.
  • Collaborate with senior resources to improve processes.
  • Gain wider experience in the range of products supported.
  • Become a subject matter expert on a processor-specific product.
  • Submit content creation to be published to the Knowledge Base.
  • Be trained to support additional products.
  • Ownership of customer cases with minimal escalations needed to Tier 2 and Tier 3 engineers.
  • Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.

 

What will make you successful at OpenText:

 

  • A track record of good judgment and decision-making in positions with significant responsibility.
  • Ability to independently identify high-value projects and drive them to completion.
  • Demonstrated leadership capability in cross-functional team environments.
  • A high degree of comfort with complex technical environments.
  • Having and being able to articulate/defend an informed opinion on important topics.

 

Skills & Experience:

 

  • Ideally, 1-2 years experience supporting Windows Server environment.
  • AS BS or BA degree in a computer-related field preferred.  Equivalent work experience will be accepted in place of the education requirement.
  • Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers.  Heavy telephone usage.
  • Experience with configuration and implementation of Microsoft and/or Linux-based servers.
  • Knowledge of Active Directory, Microsoft Exchange, and SQL
  • Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
  • Ability to analyze technical problems without visual contact with the machine.
  • Excellent learning skills.
  • Ability to utilize available resources to the fullest; must have excellent computer skills.
  • Ability to organize and manage multiple priorities.
  • Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
  • Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers and partners.

 

 

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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.


Nearest Major Market: Salt Lake City

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