Technical Analyst

Ref#: 16888

Function: Technical Support

Location: Canada, ON, Waterloo

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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 Technical Analyst (TA) will provide technical assistance to external customers and other departments via telephone, e-mail, interactive chat, and support portal message board. The TA’s will be responsible for conducting frequent presentations that are essential to their job function. Technical sessions are presented frequently that will align to the EnCase products lines.

You are great at:

Functioning as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment)

Answering calls and email that are align to the EnCase and EnCase Enterprise product sets.

Troubleshooting EnCase error messages and how-to separate user training session versus legitimate product deficiencies.


Demonstrating examples of effective customer communications and documentation of issues reported and worked

Quickly acquiring all departmental tools including CRM and bug tracking systems, telephony, and support portal software

Utilizing departmental resources including training videos, knowledge base articles, product documentation, etc.

Building a new lab machine for troubleshooting customer issues

Evaluating and benchmarking new hardware that can be used for testing new products released by Guidance Software

Ensuring all lab hardware/equipment meets product specifications

Ensuring all lab hardware/equipment is maintained/upgraded/configured and remains accessible to all staff

Providing advanced-level technical support to customers and liaise with development resources when needed in order to isolate the source of customer problems

Responding to message board postings on the support portal.

Evaluating quality of message board posts and ensure messages are professional and informative

Specifying and initial procurement of hardware and software for the department

Attending EnCase technical forum, weekly product meetings, training sessions, and disseminating key information to the rest of the department either via documentation or presentation

What it takes:

Strong knowledge of networking principles, including firewalls, switches and routers, domain administration, and general network topology

At least two of the following operating systems, in addition to all flavors of Microsoft Windows:

*nix (OSX, BSD, HP-UX, AIX, Solaris)

Linux (various flavors)

Novell

At least 2 years spent in Technical Support Engineer role, or in a comparable environment or relevant experience working with customers on complex technical issues

Excellent verbal and written communications skills

Ability to express complex technical concepts effectively, both verbally and in writing

Intermediate to advanced skills in MS Word, MS Excel, PowerPoint, Access, and Outlook

Ability to work effectively within a team environment

Proactive - ability to work with minimal supervision

Ability to relate to staff and customers with varying degrees of technical expertise

Strong level of patience and control of emotions

Strong attention to detail, organizational and follow-up skills

Ability to be resourceful and demonstrate initiative

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com.

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