Sr. Technical Support Specialist

Company: OpenText
Location: Alpharetta
Posted on: January 11, 2022

Job Description:

OPENTEXT - THE INFORMATION COMPANYAs 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.THE OPPORTUNITY:Our Senior 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 customer's situation is unique therefore you will need to be creative with your solutions. The successful candidate will join an established team that provides world-class customer support through 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.YOU ARE GREAT AT:Challenging yourself to master difficult subject matterCommunicating with, and assisting, people of greatly varying technical skill levelsConsistently providing excellent technical support when subjected to varying degrees of visibility into affected environmentsTroubleshooting errors with greatly varied degrees of depth and complexity Communicating with Engineering in a clear, concise, and thorough manner, regarding product deficiencies and improvements Keeping a patient and collected composure while resolving customer requestsScoping and clarifying problems to ensure full understandingBoth giving and receiving coaching on problem identification, scoping, understanding and setting expectationsUtilizing and creating departmental resources, such as training videos, knowledge base articles, product documentation, etc.Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.Building and leveraging VMs, maintaining a functional virtual workspaceWhat It Takes:4+ years in a Technical Support role, or a comparable environmentCustomer-centric attitudeSelf-driven, able to function effectively alone, and collaborate wellMeticulous attention to detail and ability to grasp concepts quicklyFunctions as an advisor/expert in a technical capacityExcellent verbal and written communications skillsExhibits strong organizational skills, resourcefulness, and demonstrates initiativeStrong knowledge of computer hardware components and operating system best practicesStrong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topologyExperience with vLab administrationProficiency with most current versions of Microsoft Windows and ServerBONUS - Advanced knowledge of computer forensic methodology, investigations, processes, chain of custody, hardware/softwarewrite-blocking for acquisitions, including tools like LinEn/WinEn, and individual Tableau hardware devicesBONUS - Advanced knowledge of Endpoint Security methodology, hardening, whitelists/blacklists, IoC, SEIMs, telemetry, etc.BONUS - Advanced knowledge of eDiscovery methodology, investigations, processes, legal precedence, Exchange, O365, SharePoint, OneDrive, GoogleDrive, Box, etc.BONUS - Working knowledge of Active Directory, Group Policy, and permission managementBONUS - Working knowledge of SQL ServerBONUS - Troubleshooting experience with MacOS, Linux (RedHat, SUSE, etc.), Unix (Solaris, AIX, HP-UX), iOS, and/or AndroidBONUS - Network+/MCSE/Linux+ RHCE certification, and other applicable certificationsWhile OpenText is an Equal Opportunity Employer, our efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com .Additionally, OpenText, as a proud US federal contractor, may be subject in the future to Executive Order 14042requiring all US employees (in office or virtual) be fully vaccinated. The Executive Order is current stayed pending litigation. If the stay is lifted and the Executive Order goes into effect, all employees will be required to comply with the requirement to either be fully vaccinated or obtain an approved medical or religious exemption.

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