Field Technician / Field Engineer

 

Responsible for providing the first line of on-site field system break-fix support and installations that includes hardware and software. Interfacing with other parts of the organization to complete work according to the provided action plans. Perform install, cable, configure, maintain servers and other infrastructure components to achieve high availability and performance of the Oracle Cloud environment. Provide short-term site coverage for dedicated customer sites. 

 

Provides a high level of customer satisfaction through the effective delivery of technical onsite support and installations. This will include break-fix tasks, hardware product and software installations, site planning, problem escalation and managing installations.

Support Data center activities in Oracle Cloud environment which includes rack, cable and configure server hardware and other appliances, inventory management controls (Scanning, reconciliation), troubleshoot offline/downed server issues, manage inbound/outbound shipping tickets, etc       

 

Understands service processes and options.

Able to solve the problems for products where training has been completed and to create action plans to drive further analysis when increased work experience has been gained. 

Works primarily at customer sites or data centers.

Needs to be able to travel at short notice - short term, within region, potentially globally.

Requires a 7x24-hours commitment to participate in the regional/country standby rotation program or shift work.

 

 

Ideally, the candidate should possess

• Minimum 2 years working in customer support services environment resolving technical problems on customer Hardware and Software infrastructure required.
• College diploma or university degree and an Industry-standard certification/technical qualifications a plus or proven equivalent technical industry experience.
• Working knowledge of hardware product range, product installation and Break/Fix maintenance support.
• Hands-on hardware and software troubleshooting experience.
• Proven customer management support skills, analytical and problem-solving abilities.
• Able to communicate technical updates & relevant trouble-shooting diagnostics, including resolution information.
• Ability to present ideas in business-friendly and user-friendly language.
• Self-driven individual with good oral and written communication skills in local language and English, able to provide clear and accurate reports for out-of-line situations.
• Ability to remain focused under pressure.

 

Note: This candidate must be a Singapore-born Citizen as part of the job scope require to perform onsite work at Secured Government Data centers.

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.