Function: Technical Support
Location: US, GA, AlpharettaApply Now
OpenText (formerly Guidance Software) is recognized worldwide as the industry leader in digital investigative solutions. Its EnCase® Enterprise platform is used by numerous government agencies, more than 65 percent of the Fortune 100, and more than 40 percent of the Fortune 500, to conduct digital investigations of servers, laptops, desktops, and mobile devices. Built on the EnCase Enterprise platform are market-leading electronic discovery and cyber security solutions, EnCase® eDiscovery and EnCase® Cybersecurity, which enable organizations to respond to litigation discovery requests, proactively perform data discovery for compliance purposes, and conduct speedy and thorough security incident response.
The Technical Support Specialist will provide technical assistance to external customers and other departments via telephone, e-mail, interactive chat, and support portal message board. The TSE’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:
Answering calls and email that are align to the EnCase and EnCase Enterprise product sets.
Troubleshoot EnCase error messages and how-to separate user training session versus legitimate product deficiencies.
Demonstrate examples of effective customer communications and documentation of issues reported and worked
Quickly acquire all departmental tools including CRM and bug tracking systems, telephony, and support portal software
Utilize departmental resources including training videos, knowledge base articles, product documentation, etc.
Build a virtual lab machine for troubleshooting customer issues
Evaluating and benchmarking new hardware that can be used for testing new products released by OpenText
Ensuring all lab equipment meets product specifications
Respond to message board postings on the MySupport portal.
Evaluate quality of message board posts and ensure TS messages are professional and informati
What it takes:
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
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
Computer forensic methodology including investigations processes and legal precedence
Knowledge of hardware and software write-blocking devices, including, LinEn, WinEn.EXE, and Tableau software and hardware devices.
Strong knowledge of networking principles, including firewalls, switches and routers, domain administration, and general network topology
Proficient with two of the following operating systems, in addition to all flavors of Microsoft Windows:
*nix (OSX, BSD, HP-UX, AIX, Solaris)
Linux (various flavors)
Working knowledge of MS SQL Server 2012 or 2016, familiarity with SQL queries and/or DB permissions management
Knowledge of structure and administration of IBM Domino, MS Exchange, MS SharePoint, and Active Directory, including group policies and permissions management
Advanced knowledge of computer forensic & eDiscovery methodologies
Network+/MCSE/Linux+ RHCE certification
OpenText (formerly Guidance Software) is an Equal Opportunity Employer (EOE). OpenText provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disabled status.
EEO IT’S THE LAW: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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 race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email firstname.lastname@example.org. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act.