Systems Support Engineer

Ref#: 20873

Function: Technical Support

Location: Ireland, Cork

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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. #LI-POST

The opportunity:

Serves as Global Technical Support escalation contact for questions on usage, functionality and problems encountered with OpenText Business Network products and services.

You are great at:

Responsible for providing technical support to OpenText customers (internally and externally) via phone and/or electronic format for various OpenText products and services.
Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText Business Network products within the established guidelines.
System Support Engineers must be able to effectively communicate technical solution to a customer who may or may not be Telecommunication savvy and professionally handle high volumes of inquiries.
System Support Engineer must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.
Display end-to-end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
Adhere to the internal business processes set by the leadership team.
Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.
Performs related work and special projects as required.
Mentor and train Global Technical Support teams.
Identify product defects or enhancements and work with the develop and commercial operations groups for resolution.
Must have a detailed understanding of all OpenText Business Network products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required.

What it takes:

College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non IT related courses, a strong technical aptitude is required.
IT Certifications Preferred (A+, Linux +, RHEL Certified, etc)
Must demonstrate very good problem solving , analytical and organizational skills
Detailed understanding of Windows and Linux Operating Systems & Services.
Must demonstrated detailed troubleshooting schedules for identification and remediation of operating system faults.
Ability to create Unix Shell or Windows Batch scripts to automate necessary functions.
Must be able to work the night shift, shift rotation, (when necessary)
Good customer orientation and can work under pressure.
Has high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions.
Lead and drive corporate project/initiatives.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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