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Sr. Technical Support Specialist

Req id:  24561

Waterloo, ON, CA

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. 

 

THE OPPORTUNITY:

 

Our Senior Technical Support Specialist position offers you an opportunity to learn cutting-edge Security and Forensic technologies which will enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions.

 

The successful candidate will join an established team that provides world-class customer support through technical assistance to external customers, and other departments, via phone, e-mail, and support portal message board.   Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

 

YOU ARE GREAT AT:

 

  • Challenging yourself to master difficult subject matter
  • Communicating with, and assisting, people of greatly varying technical skill levels
  • Consistently providing excellent technical support when subjected to varying degrees of visibility into affected environments
  • Troubleshooting errors with greatly varied degrees of depth and complexity
  • Communicating with Engineering in a clear, concise, and thorough manner, regarding product deficiencies and improvements
  • Keeping a patient and collected composure while resolving customer requests
  • Scoping and clarifying problems to ensure full understanding
  • Both giving and receiving coaching on problem identification, scoping, understanding and setting expectations
  • Utilizing and creating departmental resources, such as training videos, knowledge base articles, product documentation, etc.
  • Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
  • Building and leveraging VMs, maintaining a functional virtual workspace

 

What It Takes:

 

  • 4+ years in a Technical Support role, or a comparable environment
  • Customer-centric attitude
  • Self-driven, able to function effectively alone, and collaborate well
  • Meticulous attention to detail and ability to grasp concepts quickly
  • Functions as an advisor/expert in a technical capacity
  • Excellent verbal and written communications skills
  • Exhibits strong organizational skills, resourcefulness, and demonstrates initiative
  • Strong knowledge of computer hardware components and operating system best practices
  • Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology
  • Experience with vLab administration
  • Proficiency with most current versions of Microsoft Windows and Server
  • BONUS - Advanced knowledge of computer forensic methodology, investigations, processes, chain of custody, hardware/software write-blocking for acquisitions, including tools like LinEn/WinEn, and individual Tableau hardware devices
  • BONUS - Advanced knowledge of Endpoint Security methodology, hardening, whitelists/blacklists, IoC, SEIMs, telemetry, etc.
  • BONUS - Advanced knowledge of eDiscovery methodology, investigations, processes, legal precedence, Exchange, O365, SharePoint, OneDrive, GoogleDrive, Box, etc.
  • BONUS - Working knowledge of Active Directory, Group Policy, and permission management
  • BONUS - Working knowledge of SQL Server
  • BONUS - Troubleshooting experience with MacOS, Linux (RedHat, SUSE, etc.), Unix (Solaris, AIX, HP-UX), iOS, and/or Android
  • BONUS - Network+/MCSE/Linux+ RHCE certification, and other applicable certifications

 

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 Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com


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 potential. Become an OpenText Navigator.

Apply now »