Technical Support Specialist

OpenText; Waterloo; On-site; CAD 50,000 - 75,000; Full time

Job summary

OpenText is seeking a Technical Support Specialist to join their global support team. In this role, you will troubleshoot and manage customer cases, ensuring high satisfaction levels while collaborating closely with various teams. Candidates should have significant technical skills and experience, particularly in systems and networking.

Qualifications

• 3 to 5 years of experience with Windows Servers and Networking.
• Fluency in languages other than English is beneficial.
• Demonstrated ability to manage multiple cases while ensuring customer satisfaction.

Responsibilities

• Diagnose and troubleshoot issues related to service and product offerings.
• Ensure accurate documentation of case-related information and provide updates to customers.
• Work with Tier 2, 3, and Operations on technical escalations.

Skills

Customer Service

Technical Troubleshooting

Communication Skills

Tools

Active Directory

Hypervisors

Networking

SQL Management

Windows Servers

Cloud Services

Job description

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent AI can't replace to help us shape the future of information management. Join us.

The Opportunity:

As a 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. Fluency in languages other than English is beneficial.

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 2, 3, and Operations on technical escalations, bugs, and feature requests
• Working closely within a team
• Good written and oral communication skills in English.
• Excellent customer service skills, adding to the customer experience.
• A track record of good judgment and decision-making in positions with significant responsibility.

You are experienced in several of these:

• Supporting, administrating, configuring, and troubleshooting:
• Active Directory
• Hypervisors (Hyper-V, VMware etc.)
• Networking (LAN/WAN, DNS, DHCP, TCP/IP)
• SQL Management
• System Administration
• Windows Servers (Ideally 3 to 5 years’ experience)
• Cloud (AWS/Azure)
• Microsoft Clusters
• Microsoft / Linux Qualifications
• Network storage
• Linux Servers

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.