Preferred Qualifications\:

The Global Service Desk is a functional unit made up of dedicated staff, who are responsible for dealing with a range of service events on a 24x7 basis.

These events are created as Tickets via the Support Portal, via email and via system monitoring tools. 

 Key Responsibilities\:

To provide a single point of contact for service events
To co-ordinate the support teams to provide services which enable the restoration of ‘normal service’ to Clients with agreed SLAs
To ensure an effective rota of Service Desk and 2nd and 3rd level support teams are available to handle service events to meet agreed SLAs
To proactively manage the full lifecycle of each Ticket from initial response to the resolution
To proactively communicate to all interested parties on the status of Tickets
To provide effective escalation activities which enable Tickets to be resolved within agreed SLAs
To strictly adhere to any defined Service Desk policies
To contribute to the defined Problem Management process
To ensure the Global Service Desk team contributes to appropriate knowledge bases

Key Experiences Required\: 

Strong communication skills; clearly communicate complex issues

Strong time management and prioritization skills to meet set goals

Proven team player; able to work with multiple parties to resolve an issue

Good analytical and problem-solving skills

Good working knowledge of web technologies

A consultative and proactive approach to Ticket investigation, analysis and resolution

Adheres to policies and standards

Contributes to best practice and continuous improvement

Actively questions and clarifies understanding 

!|!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 part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).!|!