Job Description

The IT-Support team members are IT professionals who provide technical help for oracle employees 24x7x365 support. Analysts respond to inquiries on call, chat, web tickets, cloud support, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical support for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.

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

An Oracle IT-Support Analyst must have real technical expertise in order to be able to help the customer, work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise.

Qualification/Requirements

 Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+

• Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)
• Good analytical skills to troubleshoot and fix hardware, windows and applications issues
• Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):
  • Windows OS (Ver 10 or above), related hardware, and typical applications
  • macOS (Monterrey or above), related hardware, and typical applications
  • MS Exchange Clients
  • Cloud Infrastructure and Concepts
  • IT Security and Data Protection
  • Powershell
  • Network
  • Linux/Unix OS
• ONE or more proven skills in the following areas: (preferred skills):
  • Devops
  • Agile Methodologies
  • ITIL/ITSM
  • Python
  • Java
  • Oracle APEX
  • SQL
  • PHP
  • etc.
• Should be capable of multitask
• Strong customer skills and customer oriented
• Should have excellent communication skills English/Spanish (Oral & Written)
• Should be smart, enthusiastic and a good team player
• Experience working on ticketing tsystems
• Ability and willingness to work in an environment providing 24x7x365 support
• Position based in Guadalajara, Mexico (is required to work from our office location)

 

Job Responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat
• Perform remote troubleshooting through diagnostic techniques
• Provide the best solution based on the issue and details provided by end user
• Provide accurate information on IT products or services
• Collaborate with others to resolve complex issues
• Research un-resolved issues to the next level of support team
• Strictly Adhere to SLAs and procedures
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Monitor the ticketing queues and work on the aging tickets
• Research solutions using available information resources
• Stay current with system information, changes and updates

 

Detailed Description and Job Requirements - Internal

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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 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. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

















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.