Job Description
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Sr. Site Support Technician
Req id: 35822
Bangalore, KA, IN
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, ****** 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 1-800-4++-6544.
Sr. Site Support Technician
Req id: 35822
Bangalore, KA, IN
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, ****** 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 1-800-4++-6544.
💡 Quick Summary
Seeking a career-building opportunity? The Sr| Site Support Technician position is now open for candidates interested in the Software Developer Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.
