UNIX Support Specialist (Night Shift)

Ref#: 13964

Function: Cloud Services

Location: Philippines, Makati City

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ENABLING THE DIGITAL WORLD 

OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.

The Opportunity: 
The OpenText Vista Plus Technical Analyst team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment.  The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.  Their focus will be supporting the ECM (Enterprise Content Management) suite of products within complex customer environments, while suggesting techniques and tools for application development. 

You are great at: 
  • Representing OpenText acting as first point of contact for all technical inquiries regarding Vista Plus and its integration into external environments.  
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence. 
  • Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
  • Act as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members.
  • Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes: 

  • 2 - 5 years previous experience working within a technical support environment
  • University/College degree within a related discipline or equivalent work experience.
  • Solid foundation working with Linux/Unix, and scripting.
  • Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
  • Experience working with relational DBMS, preferably MySQL, MS SQL Server and Oracle.
  • Solaris certification would be an asset.
  • Proven experience working in a fluid environment that is ever growing and changing.
  • Strong ability to multi-task and prioritize work effectively.
  • Positive attitude, patience, understanding, dedication and commitment.
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. 
At OpenText we understand and value diversity in our employees and we 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. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation in completing the application process please email accommodationrequests@opentext.com

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