2nd Level Support Engineer - Italian
Oracle
Bucharest, Romania
5 zile în urmă

Preferred Qualifications


• Fluent in English and Italian, written and oral
• Proven record of previous similar employments
• Ability to turn work around quickly whilst maintaining a high level of accuracy
• Ability to work under pressure and multitasking in a busy Customer Service Call Centre environment
• Customer focus - good listener who remains calm when dealing with customers, able to deliver great customer service to required standards in a professional and polite manner
• Enthusiastic - genuinely wanting to deliver a first class service
• Strong attention to detail and accuracy in all work.
• Articulate and methodical in approach
• Ability to develop specific customer knowledge over time
• Availability to work in shifts, during weekends and holidays 24 X 7 X 365
• A willingness to learn is essential: extensive on-the-job training, use of self-learning tools and documentation
Skills - Essential
• Strong troubleshooting and problem solving skills
• Strong analytical skills
• Advanced Computer skills with a strong interest in IT (hardware, networks, MS Windows, Microsoft Office, Print Setup, Internet Explorer…)
• Excellent 2nd Level Software / Application and systems support experience in a Support environment.
• Strong problem solving skill and capacity of analyzing high amounts of data
• Experience of supporting/administering Microsoft SQL Server
• Experience of supporting Java Application is not mandatory but is great plus for candidate
• Experience of supporting Microsoft Windows Server Systems.
• Familiarity with Operating Systems (2003, 2008, XP, Oracle, and VM Ware)
• Working knowledge of Networks, PCs and troubleshooting installation issues
• Ability to effectively explain technical issues to non-technical users and peers.
• Previous experience in Retail System Software is not mandatory but is great plus for candidate
• Knowledge of Microsoft Office and Microsoft Technologies
• Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
• Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
• Availability to work in normal and late shifts (night shifts not required)
• Availability to work in weekend shifts (2 per month – compensated as overtime or free day)
• Ability to work under stress and meet deadlines
• Flexibility with people and time.
Experience – Desirable
• Micros Retail Products
• An understanding of the Retail business
• Good Knowledge in Microsoft SQL Server and writing/understanding queries
• Good Knowledge in JAVA/Linux troubleshooting is a benefit
• Basic/Advanced Knowledge of Network Systems (routing, client-server troubleshooting)
• Advanced Knowledge of Windows Operating Systems - administration and security
• Convey passion for Clients, Colleagues, Partners and Identify and opportunities for collaboration in a professional way with other teams to achieve company goals and customer satisfaction
Characteristics & Competencies in line with the Company Essential Values
• Go beyond the boundaries of your job description in order to get a good result
• Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
• Use superior skills and knowledge to produce excellent work that we are all proud of
• Be open, honest, and professional with colleagues, clients and 3rd parties
• Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service
 
Responsibilities
• Provide 2nd Level Support for RGBU Retail Point Of Sale applications
• Take on Customer call pass-through by the 1st level team for a priority issue
• Take the ownership of assigned incidents
• For all the ticket escalated keep all colleagues and people involved in the situation until a solution is reached
• Share expertise on Troubleshooting to help colleagues and increase knowledge in team
• Become an expert user of Retail Software support to assure a proper support to the customer
• Identify and replicate software bugs in collaboration with internal/external Software Development teams
• Produce technical/procedure documentation for use by the Software Support Team, 1st / 2nd Level Support
• Identify opportunities for improvement in Oracle Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
• Work as part of a team and also on own initiative.
• Research and update knowledge system using available information resources
• Follow Global and Standard ITIL procedures
• Identify and escalate to Management the situations requiring urgent attention and may be a potential issue before customer escalation
• Support on site technicians by till installation and set up
• Prepare activity reports for discussions in case of On Site Meetings with the customers
• Keep up to date with Software Releases, Customer Customization and through self-learning
• Demonstrate a proactive approach to prioritizing assigned workload and resolving incidents
Good to know:
We take care of each engineer in our team through diverse benefits, including:
• Recognition and rewards proportional to performance
technical Training opportunities
• Access to an enormous array of learning resources like different learning platforms (Lynda, Safari Books and other)
• Top-tier medical insurance
• Shifts avoid traffic peak hours
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