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
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.
