L2​/L3 Support & Maintenance Engineer RightFax

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Applications L2/L3 Support & Maintenance Engineer – Right Fax

• We are seeking an experienced Applications L2/L3 Support & Maintenance Engineer with expertise in Open Text Right Fax to provide operational support, administration, maintenance, troubleshooting, and minor enhancements for enterprise faxing solutions. The role will be responsible for ensuring the stability, availability, performance, and security of the Right Fax environment while supporting business users and coordinating with infrastructure, database, and vendor support teams.
• Comprising approximately 3,000 trading partners and 800+ internal file transfer processes, ensuring reliable and secure data exchange across enterprise systems.

• 5+Years of experience in L2/L3 support for Right Fax applications and related faxing services.
• 5+Years of experience in Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• 5+Years of experience in Performing root cause analysis (RCA) for recurring issues and implement preventive measures.
• 5+Years of experience in Monitor application performance, fax queues, integrations, and system health proactively.
• 5+Years of experience in Support day-to-day Right Fax administration and operational activities.

• Perform routine maintenance activities including patch validation, upgrades, configuration reviews, and system optimization.
• Plan and execute Right Fax software patching, testing, and deployment activities.
• Manage application health checks and ensure optimal system performance.
• Identify and mitigate capacity, performance, and availability issues.

• 5+Years of experience in Managing incidents, service requests, problems, and change requests using ITSM tools.
• Coordinate with infrastructure, database, network, and security teams for issue resolution.
• Participate in production releases and change implementation activities.
• Support disaster recovery, failover testing, and business continuity activities.

• Create, modify, disable, and manage Right Fax user accounts and fax numbers.
• Support access requests, role management, routing configurations, and mailbox management.
• Maintain user profiles, distribution lists, and fax routing configurations.

• Act as the primary liaison with Open Text/Right Fax vendor support for complex issues.
• Coordinate troubleshooting efforts between business users, infrastructure teams, and external vendors.
• Track vendor cases through resolution and communicate status updates to stakeholders.

• 5+Years of experience in Strong experience supporting Open Text Right Fax environments.
• 5+Years of Experience with:
• Right Fax Enterprise Manager
• Fax Server Administration
• Fax Routing & DID Configurations
• Right Fax Integrations
• Fax Queue Monitoring
• User Administration
• 5+Years of experience with ITSM tools such as Service Now, Remedy, or similar platforms.
• Understanding of application monitoring and alert management tools.

• Experience supporting Right Fax integrations with ERP, EMR/EHR, Document Management, or Enterprise Applications.
• Familiarity with scripting and automation using Power Shell.
• Knowledge of High Availability (HA) and Disaster Recovery (DR) configurations.
• Vendor management experience.

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of application support experience.
• 3+ years of hands-on Right Fax administration and support experience.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.

• Healthcare enterprise support experience.
• Open Text Right Fax certifications.
• Experience supporting large-scale enterprise faxing environments.

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