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:

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. This position is in-office, all 5 days at our Tinton Falls office.

You Are Great At:

• 
  Managing the whole lifecycle of a support case for our employees
• Deliver coaching/training and support to our first level team globally
• Tracking both virtual and office-based staff via phone and ticketing system
• Processing of user account creation / modifications & terminations for various systems
• Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals
• Maintaining Global US Asset Inventory
• Recycling of old IT equipment
• Shipping IT laptops and peripherals to US and MX
• Imaging all OpenText equipment with the latest OpenText image
• Managing laptop refreshes
• Delivery of clear and concise support documentation and training for team members
• Participate in IT/Facilities project as required
• Event support for company sponsored events
• Contribute to team innovation through ideas for process improvement and efficiency
• Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems
• Managing multiple incidents and advanced system/administration access to monitoring systems and servers

What It Takes:

• 
  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 for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• 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
• Proficient in iOS

Work Environment:

• 
  Standard 40-hour work week with regular business hours of 8:00am– 4:30pm EST
• This position is in-office, all 5 days at our Tinton Falls office.
• 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
• Minimal travel may be required

This job is expected to pay in the range of $55,000/annum to $65,000/annum in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

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 1-800-499-6544.