Career Opportunities: Technical Support Specialist (51538)
Requisition ID 51538 - Posted - SMBC Customer Care
OPENTEXT - THE INFORMATION COMPANY
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.
YOUR IMPACT
This is your opportunity to really sell the role by articulating the most exciting aspects of the position and how this person will make an impact. Example: A Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you will leverage your knowledge and experience to help build and support cutting edge information management solutions, working closely with a global support team to deliver exceptional service to our customers and partners.
This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer.
WHAT THE ROLE OFFERS
• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings for Microsoft 365.
• Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with other tiers, Operations and Development on technical escalations, bugs, and feature requests.
• Working closely within a team.
• Good written and oral communication skills in English.
• Excellent customer service skills, adding to the customer experience.
• A track record of good judgment and decision-making in positions with significant responsibility.
WHAT YOU NEED TO SUCCEED
• Bachelor’s degree in IT or Cyber Security field
• 2-3 years Experience of supporting, administrating, and troubleshooting Microsoft 365
• Microsoft certification(s) (MS900, AZ900, SC900, MS220, MS700)
• Working directly with Microsoft support
• The administration of Microsoft 365 platform (All Admin Centers)
• Experience with Microsoft 365 collaborative tools (Sharepoint, Onedrive, Teams, Team Voice, Intune, Security and Compliance)
• Powershell
• Azure AD
ONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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
[email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $52,500 - $86,250
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
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OPENTEXT - THE INFORMATION COMPANY
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.
YOUR IMPACT
This is your opportunity to really sell the role by articulating the most exciting aspects of the position and how this person will make an impact. Example: A Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you will leverage your knowledge and experience to help build and support cutting edge information management solutions, working closely with a global support team to deliver exceptional service to our customers and partners.
This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer.
WHAT THE ROLE OFFERS
• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings for Microsoft 365.
• Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with other tiers, Operations and Development on technical escalations, bugs, and feature requests.
• Working closely within a team.
• Good written and oral communication skills in English.
• Excellent customer service skills, adding to the customer experience.
• A track record of good judgment and decision-making in positions with significant responsibility.
WHAT YOU NEED TO SUCCEED
• Bachelor’s degree in IT or Cyber Security field
• 2-3 years Experience of supporting, administrating, and troubleshooting Microsoft 365
• Microsoft certification(s) (MS900, AZ900, SC900, MS220, MS700)
• Working directly with Microsoft support
• The administration of Microsoft 365 platform (All Admin Centers)
• Experience with Microsoft 365 collaborative tools (Sharepoint, Onedrive, Teams, Team Voice, Intune, Security and Compliance)
• Powershell
• Azure AD
ONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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
[email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $52,500 - $86,250
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.