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Senior Technical Support Specialist

Req id:  12599

Virtual, IE

 

 

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.
  • 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 the following:

  • Active Directory
  • Hypervisors (Hyper-V, VMware etc)
  • Networking (LAN/WAN, DNS, DHCP, TCP/IP)
  • SQL or Exchange
  • System Administration
  • Windows Servers
  • Linux

 

 

 

 

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.

Join OpenText today.

Apply now »