Job Description

The IT-Support team members are IT professionals who provide technical help for oracle employees 24x7x365. IT Support Engineers respond to inquiries thought both onsite and remote interactions (phone, chat, web tickets, video conference), evaluating and resolving issues relating to IT equipment, applications and office infrastructure. They provide technical support for any aspect of the information systems unit, including system hardware, operating systems, applications, video, voice and networks.

Oracle IT-Support personnel have a deep understanding of the company products and extensive experience in troubleshooting, help customers solve technical issues usually by remote diagnosis on the phone or via chat support in a timely manner.

In addition, this position will act as onsite IT point of contact for Oracle Employees based in Santiago, Chile. Providing face to face support, regular training sessions on IT Services & Products, administering the purchase and delivery of hardware, supporting local IT Infrastructure and being a key player on local project execution.

 

Job Responsibilities:

• Provide client services and end-user support
• Provide after-hours support-both phone-based and on site to all users as problems arise above and beyond normal contracted hours.
• Provide hands on/remote support on IT project execution.
• Maintenance of IT Office infrastructure including, Telecom rooms, network circuits, cabling, network devices, UPS, Printes, Video Conference, Phone and conference room devices.
• Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on fault hardware, order all needed replacement computer parts. Serve as liaison between Oracle and hardware vendors on all covered/warranty issues.
• Install and configure operating systems (OS X, Windows, Linux)
• Perform operating system upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput.
• Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed.
• Maintain and update inventory database of all department computers and computer-related equipment, including operating system and application inventory.
• Research, procure and deliver all new equipment for internal customers.
• Provide client support and technical issue resolution in person as well as via email, phone, chat, ticket and video conference.
• Proficient to advanced knowledge of smart phones and tablet devices (IOS/Android).
• Provide regular training sessions to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers.
• Participate in continual service improvement on operational issues in client computer systems.

 

Qualification/Requirements:

• 5+ years of experience in a service support environment 
• Strong interest in technology, hands on experience supporting customers and IT infrastructure, agility at learning new products and features, along with strong experience on end user devices.
• Should have excellent communication skills English/Spanish (Oral & Written). Portuguese is a plus.
• Position based in Bogota, Colombia (is required to work from our office location).
• Ability to provide end to end remote support by any standard channel (email, phone, chat and ticket).
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction.
• Strong communication skills that let you converse as freely and comfortably with small to medium groups as with individual customers. Team player.
• Able to work independently and efficiently to meet deadlines.
• Self-motivated, detail-oriented and organized.
• Experience with Apple/Windows hardware and software issues, as well as staple applications such as MS Office.
• Previous customer service or customer service role highly desired
• Ability to travel other Latin American offices to provide IT Support & Maintenance.

Education:

• BS or equivalent, MS preferred
• Three - six years related experience and/or training; or equivalent combination of education and experience 

Preferred Skills:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include:

 

• Completion of senior level IT related technical certification/program
• Working knowledge of PC/laptop hardware architecture
• Advanced knowledge of Mac and Windows
• Knowledge of LANs, broadband and remote access technologies
• Knowledge of Oracle software product installations
• Executive Support.
• Project Management experience.
• ITIL Fundamentals.
• Agile methodology
• DevOps Culture

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.