|部署・役職名||Senior Cloud Support Specialist|
Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the cloud enabling resolution of complex technical issues. Document or Implement proposed solutions.
Operate, manage, and administer production applications on UNIX and Windows based servers and services according to policies and best－practices.
Respond to and troubleshoot alerts from monitoring of applications, servers and devices sufficient to meet service level agreements
Collaborating on cross－team and cross－product technical issues with a variety of resources including Product support, IT, and Professional Services.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
Participate in after hours on call rotation with other staff members.
Perform other/additional duties and projects that may be periodically assigned.
【必須（MUST）】5 years previous experience working within a technical support environment supporting an enterprise－level multi－tiered application
Experience delivering service using ITIL methodology
Strong Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
Experience working with relational DBMS （PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL）
Familiarity with configuration and management of web/application servers （IIS, Apache, Tomcat, JBoss, etc.）.
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Proven experience working in a fluid environment that is ever growing and changing
Strong ability to multi－task and prioritize work effectively
Positive attitude, patience, understanding, dedication and commitment
Familiarity with Open Text products would be considered a great asset.
ITIL certification would be considered a great asset.
【歓迎（WANT）】University/College degree within a related discipline or equivalent work experience
Strong Japanese communication skills － can communicate in Japanese with local customers. （ oral/read/write ）.
Strong English communication skills