opentext
Location
Delhi | India
Job description
OpenText - The Information Company 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. YOUR IMPACT The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on our products and providing support and guidance to the Technical Support Specialists. WHAT THE ROLE OFFERS Assisting customers with complex, technical support enquiries via chat, phone and email. Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues. Working with customers who have our solutions on-premise and in the cloud. Written and verbal communication and able to use them to represent our organisation with excellent composure and patience, whilst clearly documenting all interactions for multiple issues and attending, and leading, status calls. Working independently and effectively managing assigned cases with proactive case management best practice and closing the loop on escalations to other teams.
Which of our teams will you join? The successful candidate will join one of four product support teams: WHAT YOU NEED TO SUCCEED · 5+ years’ experience in a technical support environment. · Flexible to provide on-call / outside business support hours as, and when, needed. · A Science /Technology Engineering or Bachelor's degree preferred. · Strong analytical and critical thinking skills. · Strong verbal and written communication skills. · Proven experience working in a fluid environment that is ever growing and changing. · Ability to multi-task and prioritize work effectively. · Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge. · Ability to troubleshoot Windows issues like performance degradation, account issues, software installation and configuration, event viewer analysis, registry editing, command line and PowerShell tasks, and group policy on Windows 7, 10, 11, and Windows Server editions. · Excellent understanding of application lifecycle management (Software development lifecycle). · Basic knowledge of server configurations and network protocols ( Citrix, SAP, Web Services) to troubleshoot connectivity issues between clients and servers. · Understanding of firewalls, proxies, load balancers and security certificates. · Proficiency in scripting languages like JavaScript, VBScript, or C for enhancing and customizing test scripts. Familiarity with protocols such as REST and SOAP. · Application Architecture: Understanding of application architecture and how it can impact performance. Knowledge of web servers, application servers, and databases in this context. · Understanding of databases (SQL, Oracle, MySQL) and their impact on application performance and the ability to create, delete, secure databases, and write and execute simple SQL queries. · Log Analysis: Skill in analyzing logs (application logs, server logs) to pinpoint technical issues. · Familiarity with security concepts and practices such as server hardening, encryption and SSL.Job tags
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