Technical Support Specialist- Archive Server

Job Summary

Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customers concerns not just at a technical level but also from a customer service perspective.Our Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as youll work on unique customer issues to provide resolutions.

Responsibilities

• Represent OpenText acting as first point of contact for all technical support inquiries
• Incident management and collaboration with other teams while adhering to SLAs and KPIs
• Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
• Collaborate with various stakeholders to act as a trusted customer advocate
• Manage Escalations and work with Escalation Manager as a point of contact

Requirements

• 3 - 5 years of prior experience working on relevant technologies
• Technical Support experience handling Enterprise Products a must
• Strong Problem Solving and Troubleshooting experience
• Willingness to work in shifts during weekdays and on-call during weekends
• Experience in Installation, Configuration and Maintenance of Mainstream OS (Windows, Linux)
• Experience in Installation Configuration of DB (SQL Server or Oracle)
• Knowledge of Tomcat
• Understanding of Infrastructure and Cloud Technologies including Storage, Backup Restore, Networking, Load Balancer, Proxy, Firewalls, Containerization
• Experience in troubleshooting issues in a N-Tier Software Architecture Environment
• Demonstrated Problem Solving and Analysis of Product Trace / Logging information
• Knowledge on MS SQL and Scripting a value addition