Technical Support Specialist - Jobs in Waterloo, ON

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 OpportunityOpenText is currently seeking a Production Support Specialist responsible for providing exceptional customer service and technical support to OpenText customers. This is a fast-paced, dynamic and challenging role where you will work with teams across the global organization to deliver world class service.You Are Great At

• Able to take escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work
• Identify possible improvements to processes and applications to team members and leadership.
• Proactively identify possible problems and raise issues to appropriate teams
• 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
• Manage work to meet milestones and keep management informed of issues and status
• Employ proper troubleshooting steps to solve complex problems involving broad product knowledge
• 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 and train Associate and Intermediate Technical Support Specialists
• Participate on special project teams for support or corporate initiatives as such projects arise
• Mentor and train Associate and Intermediate Technical Support Specialists
• Document processes or errors to assist in team members everyday responsibilities
• Maintain Documentation for accuracy and completeness in an ever-changing environment

What It Takes

• College/University graduate of a 4 year technical degree (e.g. computer science) preferred; for graduates of non-IT related courses, a 4 year degree and a strong technical aptitude is required
• Minimum of 4 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project
• Working knowledge of and experience with one or more of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping, and EDI 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 one or more of the following databases: Oracle, MS SQL Server and IBM DB2
• Working knowledge of and experience with one or more of the following Application Servers: Tomcat, Weblogic Server and Websphere AS
• Working knowledge of and experience with one or more of the following programming languages: SQL, JavaScript and C++, Perl and VB
• Established technical problem solving and critical thinking skills, including the ability to think creatively to find solutions
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be technical
• EDI knowledge preferred
• Must be able to work the night shift, shift rotation, on call and overtime (when necessary)
• Good customer orientation and can work under pressure
• Has high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions

On-Call rotation and after hours support is mandatory for this role.OpenTexts 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 accommodationrequests@opentext.com).Quick Apply

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