Sr. Site Support Technician

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

Provide first and second level support to employees, ensuring delivery of consistent quality and customer service across the organization. Assist office-based employees as well as virtual staff, with efficient and effective use of desktop applications and enterprise systems / applications.


You are great at

Managing the whole lifecycle of a support case for our employees

Deliver coaching/training and support to our first level team globally

Tracking both virtual and office-based staff via phone and ticketing system

Troubleshooting of complex tickets including escalation to subject matter experts

Provide executive level support for executive leadership team members

Processing of user account creation / modifications & terminations for various systems

Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals

Delivery of clear and concise support documentation and training for team members

Participate in IT/Facilities project as required

Event support for company sponsored events

Contribute to team innovation through ideas for process improvement and efficiency

Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems

Managing multiple incidents and advanced system/administration access to monitoring systems and servers

Major Incident Management. Act as an Incident Manager on a rotating “on-duty” basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital).


What it takes

5+years of Industry experience

Customer service orientation and interpersonal skills

English communication skills, both written and verbal

Skills supporting a highly distributed and mobile customer environment

Ability to interface confidently with executive and external customers

Strong problem solving and decision-making abilities; independently

Ability to work individually as well as contribute to a global team environment

Advanced troubleshooting and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)

Proficient with both MAC and all Windows operating system software and hardware

Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities

Organized with an ability to manage and prioritize multiple projects and team responsibilities in a fast-paced environment

Standard 40-hour work week with regular business hours of 8:30am– 5:00pm EST

There may be a requirement to manage email outside of business hours for business needs

After-hours work may be necessary due to schedules, deadlines and / or reliability issues

Participate in the 24 x 7 on-call schedule rotation

Minimal travel may be required


OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.