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. 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

• Deploy and recover laptops, mobile devices and end user peripherals
• Order IT equipment and peripherals
• Troubleshoot of complex tickets including escalation to subject matter experts
• Provide technical support to onsite employees
• Track both virtual and office-based staff via phone and ticketing system
• Maintain local inventory/stock count
• Manage lifecycle of a support case for our employees
• Manage local end user device disposal (E-Waste), including Vendor/Service provider logistics
• Process user account creation / modifications & terminations for various systems
• Deliver clear and concise support documentation and training for team members where required
• Participate in IT/Facilities projects as required
• Event support for company sponsored events as required
• Contribute to team innovation through ideas for process improvement and efficiency
• Troubleshoot various types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems

What it takes
Skills & Knowledge

• 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

Work Environment

• Standard 40-hour work week with regular business hours of 8:30am\xe2\x80\x93 5:00pm IST
• 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 as required
• 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, 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.