Technical Consultant

Location: Monterrey, Mexico
Date Posted: 01-31-2018
Position Posting - Technical Consultant
Optima ECM Consulting Mexico is looking to hire a talented Technical Consultant to the growing team
in Monterrey, Mexico!
Optima ECM Consulting is an OpenText and SAP Enterprise Content Management (ECM) consulting firm,
offering analysis, design, implementation and support services of OpenText solutions and SAP ECM solutions
by OpenText. Optima seeks smart and passionate professionals ready to roll up their sleeves. The right candidate
will be creative, enthusiastic, a problem-solver, and above all, a team player. 
We offer a competitive salary, payroll scheme with law benefits, career path planning, and an excellent
vacation and holiday policy! Time away is an important part of a work-life balance for our employees. 
Our Background
  • Established in 2009
  • Strategic relationships with industry leaders such as SAP, OpenText, and Taulia
  • Largest singularly focused OpenText/SAP ECM solutions implementer in North America
  • Headquartered in Scottsdale, AZ with offices in Monterrey, Mexico
How We Do It
  • Partner with clients to deliver exceptional implementations
  • Provide top-notch service and delivery
  • Hire only the best and brightest and train and them in the solutions we implement
  • Provide opportunities for continued career growth
Primary Duties and Responsibilities:
  • Review, classify, update and assign new service requests (Level 1 Support).
  • Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers (external and internal) while presenting the company in a positive and fair manner with timely updates and knowledgeable answers
  • Create content for knowledge base systems
  • Update open tickets with the latest status.
  • Daily monitoring of OPTIMA’s Service Portal.
  • Daily monitoring of customer’s OpenText applicative servers and log any event (include Cloud or on premise).
  • Daily monitoring of customer’s Operative system and log any event (include only Cloud servers).
  • Daily monitoring of customer’s Database servers and log any event (include only Cloud servers).
  • Create monthly/weekly reports.
  • Participate as Junior Consultant in some implementation projects

Education and/or Experience:
  • Bachelor’s Degree or equivalent experience in Computer Science or related field
  • Good understanding of Operating Systems
  • Experience working with at least one OS such as Windows Server 2012, Linux RedHat, etc.
  • Good understanding of relational database systems
  • Experience working on Databases mainly in Oracle, additional in SQL Server, MySQL, etc.
  • Experience working with at least one application server such as Apache Tomcat, WebLogic Server iPlante, IBM WebSphere etc.
  • Good understanding of Networking

Preferred Skills (Optional):
  • Application Management Support
  • Experience working with Service Level Agreements
  • ITIL Foundations, Incident, Problem, Change Request, Metrics and Reporting
  • Cloud experience –  AWS, AZURE, GOOGLE, Hybrid model, etc.
  • SaaS (software-as-a-service)
  • Knowledge of SAP a plus
  • Worked with service integrators

Additional Requirements:
  • Excellent written/oral communication skills
  • Ability to resolve technical issues through debugging, research, and investigation
  • Motivated, energetic self-starter comfortable in a team-oriented environment
  • Attention to detail and firm commitment to quality and customer service
  • Self-oriented, self-organized, and able to work with minimum supervision
  • Strong interpersonal and written and verbal communication skills
  • Strong organizational skills with proven history of high productivity levels
  • Alignment to Optima Core Values:  

Passion for Excellence:
We always deliver quality work for our clients and each other, on time, and to the best of our ability.
We don’t cut corners.  
Create Remarkable Client Experiences:
We do the right thing for our clients and we consistently seek ways to add value to their businesses. 
Embrace Change:
We are adaptable, flexible and easily adjust to new and challenging situations.
We are always innovating and enhancing how we do our jobs.
Get it Done:
We count on each other to fulfill every objective we’re given.
Our teammates and clients know they can trust us to get the job done. Period.
Win as a Team:
We are each other’s teammates, mentors and cheerleaders and we support each other along the way. 
We invest in our teams to enhance achievement and create opportunity for growth.
Have Fun!
We love what we do and have fun while we do it!  We celebrate our successes along the way.
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