Job Description

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
The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer\xe2\x80\x99s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers. This position requires strong technical and problem-solving skills and fluency in French, both oral and written, to support our francophone customers in Canada. Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world\xe2\x80\x99s top Fortune 500 companies. Critical thinking is something that you\xe2\x80\x99ll use daily as each customer\xe2\x80\x99s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you\xe2\x80\x99ll always feel supported.
You Are Great At

• 
  You are excited to work with customers who have OpenText solutions on premise and in the cloud
• You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
• You have focus and can express empathy to manage customer relationships in highly critical situations.
• You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
• You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
• You can serve as an escalation point and mentor to your teammates for more complex issues.
• You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
• You can provide insight and feedback to management regarding daily operations in areas such as queue activity, workload, and escalations.
• You feel comfortable providing after hours or on-call support if required.

What It Takes

• 4 years of experience working within a technical support environment
• University degree or college diploma within a related discipline or equivalent work experience
• Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset
• Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
• Fluent in French is required for working with French Canadian clients
• Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
• 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
• Demonstrated ability to multi-task and prioritize work effectively
• Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
• Positive attitude, patience, understanding, dedication, and commitment
• Application debugging or programming skills would be an asset
• Experience with Containerization, Docker, Kubernetes environments an asset
• Intermediate to advanced knowledge in at least 2 of the following areas:
  • Networking; with experience working with monitoring and capture tools such as Wireshark, Fiddler, Charles, or other web-related tools
  • Administration; with experience using applications such as Active Directory/LDAP, OpenID, OAuth and SAML, or other authentication mechanisms and their associated protocols
  • Database management: with experience in advanced functions such as backup, restore, high availability and performance debugging
  • Security implementation; with experience working with cryptography, PKI, SSL, and certificates
  • Infrastructures utilizing high availability practices; with experience configuring network appliances such as proxy servers or load balancers
  • Application development or debugging; with experience using tools such as Eclipse, DGB/WinDGB, Postman, or web browser dev tools

SP\xc3\x89CIALISTE S\xc3\x89NIOR AU SUPPORT TECHNIQUE
Description du poste
Le sp\xc3\xa9cialiste s\xc3\xa9nior au support technique sera responsable de former nos clients \xc3\xa0 d\xc3\xa9velopper une connaissance approfondie et de qualit\xc3\xa9 sup\xc3\xa9rieure des produits de OpenText. Traiter les demandes des clients n\xe2\x80\x99est pas une t\xc3\xa2che seulement technique mais c\xe2\x80\x99est \xc3\xa9galement une opportunit\xc3\xa9 pour construire une relation et appartenance durable avec nos clients. Ce poste n\xc3\xa9cessite une connaissance approfondie des techniques \xc3\xa9lectroniques et une habilit\xc3\xa9 \xc3\xa0 r\xc3\xa9soudre les probl\xc3\xa8mes techniques. Le candidat pour ce poste doit maitriser la langue fran\xc3\xa7aise ainsi que l\xe2\x80\x99anglais \xc3\xa9crit et oral afin de supporter nos clients francophones du Canada.
Cette position vous offre \xc3\xa9galement l\xe2\x80\x99opportunit\xc3\xa9 d\xe2\x80\x99apprendre la nouvelle technologie en travaillant avec les compagnies Fortune 500. Un esprit critique et ouvert est essentiel \xc3\xa9tant donn\xc3\xa9 que la situation de nos clients est souvent unique, demandant des solutions cr\xc3\xa9atives et de longue dur\xc3\xa9e. Notre \xc3\xa9quipe sera toujours disponible en vous offrant notre support dans toutes les situations.
Qualit\xc3\xa9 et exp\xc3\xa9rience requises pour ce poste

• Vous pouvez travailler facilement en \xc3\xa9quipe avec nos clients tr\xc3\xa8s exp\xc3\xa9riment\xc3\xa9s et qui ont de l\xe2\x80\x99exp\xc3\xa9rience dans les solutions de OpenText
• Vous pouvez communiquer d\xe2\x80\x99une fa\xc3\xa7on claire et pr\xc3\xa9cise verbalement et par \xc3\xa9crit afin de bien repr\xc3\xa9senter OpenText. Vous pouvez clairement documenter, avec patience et d\xc3\xa9tails, toutes interactions pour des probl\xc3\xa8mes multiples.
• Vous pouvez facilement vous concentrer sur des probl\xc3\xa9matiques d\xe2\x80\x99une fa\xc3\xa7on diplomatique et empathique, afin de garder une bonne relation avec nos clients dans des situations critiques.
• Vous avez de l\xe2\x80\x99exp\xc3\xa9rience et capable d\xe2\x80\x99identifier, reproduire et analyser des situations complexes et trouver des solutions avec ou sans l\xe2\x80\x99assistance de nos experts.
• Vous pouvez agir comme point de contact cl\xc3\xa9, en collaboration avec diff\xc3\xa9rent produits ou \xc3\xa9quipes, pour assurer une bonne documentation sur les d\xc3\xa9fectuosit\xc3\xa9s afin d\xe2\x80\x99obtenir, avec les clients, des r\xc3\xa9sultats ad\xc3\xa9quat et selon la situation.
• Vous pouvez faire des suivies comme expert avec vos co-\xc3\xa9quipiers et travailler en \xc3\xa9quipe afin de r\xc3\xa9soudre des situations complexes.
• Vous pouvez d\xe2\x80\x99une fa\xc3\xa7on objective, documenter et r\xc3\xa9viser des proc\xc3\xa9dures, pratiques, papier blanc etc\xe2\x80\xa6 pour utilisation interne ou externe.
• Vous pouvez fournir, \xc3\xa0 la gestion, des aper\xc3\xa7ues et comptes rendus visant les op\xc3\xa9rations journali\xc3\xa8res sur les activit\xc3\xa9s en cours, charges de travail et distributions des t\xc3\xa2ches.
• Vous pouvez, \xc3\xa0 l\xe2\x80\x99occasion, fournir un soutien apr\xc3\xa8s les heures normales de travail ou sur appel si n\xc3\xa9cessaire.

Exp\xc3\xa9rience requise

• 4 ans d\xe2\x80\x99exp\xc3\xa9rience dans un environnement de support technique
• Degr\xc3\xa9 universitaire ou dipl\xc3\xb4me coll\xc3\xa9gial en informatique avec exp\xc3\xa9rience dans le domaine informatique.
• Connaissance approfondie des syst\xc3\xa8mes Windows, Unix-Linux est un atout important.
• Connaissance des serveurs WEB tel que Tomcat ou Microsoft Internet.
• Maitrise du fran\xc3\xa7ais afin de supporter nos clients Canadian fran\xc3\xa7ais
• Exp\xc3\xa9rience de travail avec les bases de donn\xc3\xa9es Microsoft SQL, et Oracle est un atout important.
• Une d\xc3\xa9dication naturelle d\xe2\x80\x99apporter une assistance efficace \xc3\xa0 nos clients avec un focus sur une r\xc3\xa9solution au premier appel.
• Exp\xc3\xa9rience de travail dans un environnement fluide constamment en changement et croissance.
• D\xc3\xa9montrer une habilit\xc3\xa9 au travail multi-t\xc3\xa2che et capable d\xe2\x80\x99\xc3\xa9tablir les priorit\xc3\xa9s d\xe2\x80\x99une fa\xc3\xa7on efficace.
• Une attention particuli\xc3\xa8re aux d\xc3\xa9tails et habilit\xc3\xa9 \xc3\xa0 saisir les concepts rapidement, et ce avec une soif constante de nouvelles connaissances.
• Avoir une attitude et un engagement positif, de la patience, compr\xc3\xa9hension et d\xc3\xa9dication.
• Comp\xc3\xa9tence de d\xc3\xa9bogage ou programmation un atout
• Exp\xc3\xa9rience avec les environnements Containerization, Docker, Kubernetes un atout.

Interm\xc3\xa9diaire ou connaissance avanc\xc3\xa9e d\xe2\x80\x99au moins 2 des environnements suivants;

• Mise en r\xc3\xa9seau; avec exp\xc3\xa9rience de travail de surveillance et outils de capture tel que Wireshark, Fiddler, Charles, ou autres outils reli\xc3\xa9s au WEB
• Administration; avec exp\xc3\xa9rience d\xe2\x80\x99utilisation tel que Directory Directory/LDAP, OpenID, OAuth and SAML, ou autres m\xc3\xa9canismes d\xe2\x80\x99authentification
• Gestion de base de donn\xc3\xa9es: avec exp\xc3\xa9rience de fonctions avanc\xc3\xa9es tel que restaurer, sauvegarder, haute disponibilit\xc3\xa9 et performance.
• Impl\xc3\xa9mentation de s\xc3\xa9curit\xc3\xa9; avec exp\xc3\xa9rience de travail en cryptographie, PKI, SSL, et certificats.
• Infrastructures avec pratiques sup\xc3\xa9rieures; avec exp\xc3\xa9rience dans la configuration d\xe2\x80\x99appareils de r\xc3\xa9seau tel que serveur proxy ou r\xc3\xa9partition de charges.
• Application en d\xc3\xa9veloppement ou d\xc3\xa9bogage; avec exp\xc3\xa9rience dans l\xe2\x80\x99utilisation d\xe2\x80\x99outils tel que Eclipse, DGB/WinDGB, Postman, ou web browser.

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.
Subject to applicable laws and regulations, OpenText\xe2\x80\x99s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.