job description
Join OpenText as an Onsite Technical Support Specialist in beautiful Bali and become a key player in delivering world-class application support to our global clients. This role is perfect for a dynamic professional with a passion for troubleshooting, problem-solving, and ensuring seamless system operations in a fast-paced, international environment.
As part of our dedicated support team, you will work onsite in Bali, collaborating with cross-functional teams to resolve complex technical issues, optimize application performance, and maintain high availability for mission-critical systems. This position requires a commitment to a 5-day onsite workweek, rotating shifts, occasional weekend work, and on-call availability to ensure 24/7 support for our global clientele.
At OpenText, we empower our employees with cutting-edge tools, continuous learning opportunities, and a culture that values innovation and teamwork. If you thrive in a challenging yet rewarding environment and are eager to advance your career in IT support, this is your chance to make an impact with a leading global technology company.
Responsibility
- Provide Level 2 and Level 3 technical support for enterprise applications, diagnosing and resolving complex software and hardware issues.
- Monitor system performance, identify bottlenecks, and implement proactive solutions to prevent downtime.
- Collaborate with development, QA, and infrastructure teams to troubleshoot and resolve application-related incidents.
- Document all support cases, solutions, and best practices in a structured knowledge base for future reference.
- Participate in on-call rotations to address critical issues outside of regular business hours.
- Assist in the deployment, configuration, and maintenance of application updates and patches.
- Conduct root cause analysis (RCA) for recurring issues and recommend long-term fixes.
- Ensure compliance with IT security policies and data protection standards.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 3+ years of experience in technical support, application support, or IT operations in a global environment.
- Strong knowledge of enterprise applications, databases (SQL, Oracle), and web services (REST, SOAP).
- Experience with troubleshooting tools (e.g., Splunk, Wireshark, Postman) and monitoring systems (e.g., Nagios, Zabbix).
- Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualization technologies is a plus.
- Excellent problem-solving, analytical, and communication skills in English (written and verbal).
- Ability to work in rotating shifts, weekends, and on-call as required.
- Certifications in ITIL, CompTIA, or Microsoft/AWS are highly advantageous.