Advanced Resolutions Support Engr II

Ref#: 21284

Function: Technical Support

Location: US, MI, Southfield

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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 Advanced Resolutions Support Engineer II will provide critical escalation support of released products for OpenText’s customers, Professional Services, Product Development, Operations and Customer Support teams through product end of life.

You are great at:

•Thoroughly understand, reproduce, and solve technical issues related to end-to-end product support, and communicate resolutions to escalating teams – 50 %
•Monitor tickets and escalations received from Customer Support, Professional Services, Operations and Product Development teams – 20 %
•Identification of high-priority problems and initiation of major incident protocol – 15 %
•Recommend and communicate necessary changes or bug fixes to Product Development teams – 10 %
•Minor configuration changes and restarting of services impacting a single client – 5 %
•Collaborates internally with team members before escalating outside of the team
•Communicates externally with members of Customer Support, Professional Services, Operations, and other Advanced Resolutions teams to exchange information and solve issues

What it takes:

•College/University graduate of a 4 year technical degree (eg. computer science) preferred; for graduates of non IT related courses, a 4 year degree and a strong technical aptitude is required
•Must demonstrate very good problem solving, analytical and organizational skills
•Handle escalated cases from the Customer Support team with a high sense of urgency and follow through
•Confidence and strong interest in problem solving
•Excellent interpersonal and communication (written & verbal) skills and customer-facing experience
•Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
•Ability to search and understand Knowledge Base articles to troubleshoot customer issues
•Minimum of 2 years related experience
•Required Technical Skills
- OS: Windows 7/8/10 Windows server 2012 and above.
- Network Protocols: FTP/SFTP/FTPS/HTTPS
- Read and analyze application logs, Problem Solving, Presenting Technical Information, Process Improvement
- Familiarity with complex resolution charts/process
- Familiarity with VPN software support
- Knowledge with printer troubleshooting
- Knowledgeable about basic networking (TCP/IP, DNS, routing, subnetting).

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 accommodationrequests@opentext.com. 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

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