Sr. Technical Support Specialist

OpenText; Provo (UT); On-site; USD 76,000 - 115,000; Full time

Job summary

OpenText in Utah is seeking a Senior Technical Support Specialist to join our global team. You will own case handling from initial contact to resolution, collaborating with Tier 3 and operations to address complex issues across OS, networks, and cloud environments.

Ideal candidates bring strong English communication, experience with Active Directory, Linux/Windows Servers, virtualization, and SQL management, plus a customer-oriented mindset and solid problem-solving skills.

Qualifications

• Must have strong experience with Active Directory, Linux/Windows servers, virtualization, and cloud environments.
• Experience in networking (LAN/WAN, DNS, DHCP, TCP/IP) and SQL management.
• Demonstrated ability to manage multiple cases and communicate effectively with customers.

Responsibilities

• Diagnose, troubleshoot, and resolve issues across OS, applications, network, hardware, hypervisor, and cloud environments.
• Manage multiple customer cases while maintaining high customer satisfaction.
• Document case activities and provide timely progress updates to customers and account managers.

Skills

Active Directory

Linux Servers

Hypervisors

Networking

SQL Management

System Administration

Windows Servers

Cloud

Microsoft Clusters

Microsoft / Linux Qualifications

Network storage

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

Your Impact:

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. Fluency in languages other than English is beneficial.

What The Role Offers:

• 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 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.

What You Need to Succeed:

• Active Directory
• Linux Servers
• 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

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.

Compensation:

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range:

$76,400 - $114,600; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

California Residents:

The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.

AI Usage Disclosure:

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.