Sofia, BGR
38 days ago
Senior Technical Support Specialist - ITOM

 

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
Become a central figure in our IT Operations Management Support Team as a Sr. Technical Support Specialist, where your expertise will drive how global organizations optimize their IT infrastructures using our NNMi (Network Node Manager i) product. In this critical role, you’ll take ownership of addressing complex technical challenges, guiding best practices, and delivering solutions that ensure operational excellence. If you’re passionate about mentoring others, solving intricate problems, and making a meaningful impact on IT operations, this role offers a platform to showcase your expertise and shape the success of both the team and our customers. #LI-Hybrid

 

Learn more about NNMi: https://www.opentext.com/products/network-node-manager

 

What the Role Offers

Resolve complex technical support inquiries across chat, phone, and email, delivering timely and effective solutions to critical IT challenges.Troubleshoot and analyze technical issues, identifying root causes and implementing solutions to enhance system performance and reliability.Collaborate with Product Engineering to test software patches, identify defects, and improve product functionality.Create and update knowledge base content to empower customers and promote efficient problem-solving.Mentor and guide team members, fostering their skill development and contributing to team growth.Build strong customer relationships by addressing technical challenges and ensuring satisfaction through proactive communication.Partner with cross-functional teams to drive product improvements and influence the future of IT operations.Document all interactions and resolutions in the CRM system to maintain transparency and support knowledge sharing.

 

What You Need to Succeed

Proficiency in troubleshooting Windows and Linux operating systems with hands-on experience.Strong diagnostic skills using tools such as traces, dumps, and logs to identify and resolve issues.Solid understanding of database systems like PostgreSQL, Oracle, or MS SQL.Familiarity with network and security protocols, including TCP/IP, HTTP, and TLS/SSL.Experience working with cloud platforms such as AWS, Azure, or Google Cloud.Knowledge of scripting languages like Python, Shell, or Perl to automate tasks and streamline processes.Expertise in virtualization technologies, including VMware or Hyper-V, to manage dynamic environments.Bachelor’s degree in Science, Technology, Engineering, or equivalent experience, with multiple years in a technical support role or similar.

 

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. In this role, you’ll take on significant responsibility, driving innovative solutions and shaping how we support customers in optimizing their IT infrastructures.


 

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

 

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