Technical Support Specialist

4 days ago

North Sydney, Australia OpenText Full time

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the APAC Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the APAC region. You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems is must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.
**Principal Duties and Responsibilities**:
**Required Qualifications and Experience**: -Minimum of 5 years of experience in a similar technical support, software support, or similar customer facing technical advisory role.Proficiency in English and Mandarin Chinese is required. Additional language skills will be considered an advantage.Proven ability to diagnose and resolve complex technical issues through log analysis, troubleshooting tools, and hypothesis testing.Hands-on experience troubleshooting and supporting both Windows and Linux Operating Systems in an enterprise environment.Strong functional and technical understanding of enterprise software solutions.Demonstrated success in a customer-facing technical support or advisory capacity.Working knowledge of ITSM ticketing systems (e.g., ServiceNow, Salesforce, or similar).Bachelor’s degree in Information Technology, Engineering, or a related field, or equivalent practical experience.
**Desired Qualifications**:
**Other**: - Must be an Australian Citizen or Permanent Resident to apply
- Ability to adapt work patterns to meet business needs, which may include participation in an on-call roster or occasional after-hours work. 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.

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