Senior Unix Support Engineer

Ref#: 13962

Function: Technical Support

Location: Philippines, Makati City

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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. 

The Opportunity: 
The OpenText BI (Business Intelligence product) 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. 

You are great at:
  • Representing OpenText acting as first point of contact for all technical inquiries regarding BI 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 Windows OS, and SQL scripting
  • Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
  • Experience working with relational DBMS, preferably MS SQL Server and Oracle.
  • Experience with Linux would be an asset.
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • 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 are proud to be an Equal Opportunity Employer

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