Cloud Support Specialist

Found in: beBee S IE - 3 weeks ago

Cork, Ireland opentext Full time

OPENTEXT 
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.

 

 

Your Impact:

The OpenText Cloud Production Support Team is looking to welcome a Cloud Support Specialist to support OpenText solutions deployed within the OpenText Cloud. As a Cloud Support Specialist, you will be technically resourceful, with the ability to provide exceptional customer support and Production System Administration in a challenging and rewarding environment. You will be joining a growing team that provides world-class operational support including hands-on troubleshooting and administration to a variety of enterprise customers. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved. This role requires working in 24/7 shifts on a rotational basis to provide restoration of service for major incidents and project schedules, deadlines, system reliability issues, customer issues, and/or time zone differences.

 

What the role offers:

  •  Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
  • Responding to and solving customer technical requests, showing an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling the resolution of complex technical issues.
  • Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations, and Professional Services.
  • Responding to and troubleshooting alerts from monitoring applications, servers, and devices sufficient to meet service level agreements.
  • Operating, managing, and administering production applications while following documented policies and procedures.
  • Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

 

 

What you need to succeed: 

  • Previous experience working within an IT support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
  • Basic experience delivering service within an ITIL-based service delivery model.
  • Windows, UNIX, and/or Application administration skills in a TCP/IP networked environment are an asset.
  • Basic programming/scripting and/or relational DBMS (e.g. MS SQL Server, SQL, .sh/.bat, Java, JavaScript) are desirable.
  • Basic level knowledge of configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.) advantageous
  • Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution.
  • Proven experience working in a fluid environment that is ever-growing and changing.
  • Positive attitude, patience, dedication, and commitment.

 

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 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 hr@opentext.com.

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