Technical Analyst 2-Support

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.

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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures.A technical degree is preffered position at Oracle, 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.).

Responsibilities

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.

The Immediate Response Center (IRC) provides world-class incident management services based on ITIL best practices. The IRC Event Management (EM) represents a subset of IRC operations, designed to minimize potential client database, system, network, and application incidents through a combination of proactive monitoring techniques and cutting-edge automated tools. As a Technical Support Engineer II, you will provide technical support for internal tools/applications and processes.

In this role, you will proactively monitor system/application alarms, investigate, analyze, resolve, or escalate alarms and service requests. Your responsibility also includes, prioritizing and managing work queue in accordance with service level agreements, documenting investigation and issue resolution, triaging issues to appropriate second-level resources for resolution, investigating and diagnosing performance issues of tools/applications. Additionally, you will troubleshoot by gathering information, shadowing end users, testing workflows internally/externally, analyzing log files, querying tables, and updating database fields.

Qualifications

Career Level - IC2