Sr. Technical Support Specialist

Open Text Inc. • Provo, UT

23h • $76,400 - $114,600

About The Position

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.

Requirements

• 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
• 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.

Nice To Haves

• Fluency in languages other than English is beneficial.

Responsibilities

• 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.

Benefits

• Comprehensive benefits package that supports your physical, emotional, and financial wellbeing.
• Variable and commission compensation opportunities for eligible roles.
• Vacation entitlement.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed