Description:
At Open Text, a Senior Technical Support Specialist role goes beyond day-to-day responsibilities—it’s a chance to make a real difference. We are looking for a Level 3 Senior Technical Support Specialist to support our modern Fax solutions that are essential to the operations of leading medical and financial institutions. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform supports calls and triage efforts.
What The Role Offers
- Manage and prioritize high severity incidents and escalations for critical outages, ensuring timely resolution within SLA and appropriate escalation when required
- Adhere to established operational processes to maintain service quality, while proactively identifying opportunities for process and application improvements
- Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
- Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
- Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s, and training materials.
- Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization
- Participate in special project teams for support or corporate initiatives.
- Ability to train and be trained, mentor and be mentored as knowledge progresses.
What You Need To Succeed
- Minimum of 5 years’ experience in technical or IT support roles
- Knowledge of Telephony protocols and infrastructure is highly valued
- Knowledge of the OpenText Fax (RightFax) product is preferred, but not necessary.
- MCSE and CCNA certifications are highly valued
- College/University graduate of a 4-year technical degree (e.g. computer science) preferred
- Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems.
- Working knowledge of and experience with many of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (MS Windows Client, Windows server), Computer Hardware, Microsoft Office, Voice Message processing, SMS processing and Fax processing
- Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
- Working knowledge of and experience with Microsoft SQL and Windows Server IIS
- Strong customer focus with the ability to perform effectively under pressure; solid deductive reasoning and problem solving skills