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Technical Support Specialist

Company: OpenText
Location: Alpharetta
Posted on: October 16, 2020

Job Description:


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.


Our Technical Support Specialist position offers you an opportunity to learn cutting-edge Security and Forensic technologies which will enable you to support our customers. Critical thinking is something that you'll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions.

You will be joining an established team that provides a world class customer support by providing technical assistance to external customers, and other departments, via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.

The ideal candidate will be responsible for front line technical support for OpenText's EnCase and Tableau product lines. including but not limited to, EnCase Forensic, EnCase Endpoint Investigator, EnCase eDiscovery, and EnCase Endpoint Security.


* Troubleshooting errors with varying degrees of complexity

* Communicating with Engineering in a clear, concise, and thorough, manner in regard to product deficiencies and improvements

* Challenging yourself to learn and master difficult subject matter

* Resolving customer requests in a patient, positive, and timely manner

* Effectively communicating with customers and creating step-by-step technical documentation detailing issues encountered

* Focused on scoping problems and strong troubleshooting ability

* Assisting customers with exceptionally varied degrees of technical knowledge via phone, email, forums, and other avenues

* Consistently providing excellent customer support with varying degrees of visibility into affected environments

* Utilizing and creating departmental resources such as training videos, knowledge base articles, product documentation, etc.

* Exhaustively searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.

* Conscientiously using Dev-shared Agile tools like Confluence, JIRA, Kanban, etc.


* Expect an event-driven day of support work for new and ongoing cases, incoming customer contact is primarily via phone, email, forums, and/or internal messages

* Work in a pull model for new cases

* Scope and clarify reported problems to ensure understanding, use Webex and/or MS Teams remote sessions for troubleshooting

* Set and fulfill expectations with customers for follow-up sessions and what can be expected regarding next steps en route to a resolution

* Create, configure, and maintain, VMware lab images to replicate customer environments for problem investigation, triage, and resolution

* Document problems and steps to replicate issues in JIRA, create defects/enhancement requests, provide workarounds to customers while issues are being addressed by Engineering, inform other customers of progress via knowledge base

* Give or receive coaching on problem identification, scoping, understanding and expectation setting

* Create technical documents from your case work for our knowledge base to inform customers and colleagues alike of progress, workarounds, and other information

* Develop and grow your skills by challenging yourself


* 3+ years in a Technical Support role, or a comparable environment

* Customer centric Attitude

* Meticulous attention to details ad ability to grasp concepts quickly

* Able to collaborate effectively in a team environment

* Excellent verbal and written communications skills

* Exceptional ability to express complex technical concepts clearly in both written, and verbal, formats

* Exhibits organizational skills, resourcefulness, and demonstrates initiative

* Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology

* Able to maintain a functional VM lab for troubleshooting purposes

* Proficiency with most versions of Microsoft Windows and Server


* Advanced knowledge of computer forensic methodology, investigations, processes, legal precedence

* Advanced knowledge of eDiscovery methodology, investigations, processes, holds, legal precedence

* Advanced knowledge of Endpoint Security methodology, hardening, whitelists/blacklists, IoC, SEIMs, etc.

* Advanced knowledge of SQL Server

* Working knowledge of Active Directory, Group Policy, and permissions management

* Adept with MacOS, Linux (RedHat, SUSE, etc.), Unix (Solaris, AIX, HP-UX), iOS, and/or Android

* Working knowledge of Exchange, O365, SharePoint, OneDrive, GoogleDrive, Box, etc.

* Knowledge of hardware/software write-blocking for acquisitions, including tools like LinEn/WinEn, and individual Tableau hardware devices

* Knowledge of forensically sound processes and expectations

* Network+/MCSE/Linux+ RHCE certification, and other applicable certifications

* CISSP certification

* KCS certification

* EnCE certification

* EnCEP certification

* CFSR certification

Our atmosphere is fast-paced, but relaxed and casual. We work together in a highly collaborative environment to solve our customers' issues. Team members are given the flexibility to do things their own way and to make their own decisions. Our culture is social and customer-centric.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act

Keywords: OpenText, Alpharetta , Technical Support Specialist, IT / Software / Systems , Alpharetta, Georgia

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