You will provide Level 1 IT support to the Oracle employees, involving resolution of complex incidents, quality assurance and customer escalations.
•Assessment and resolution of interruptions or reductions of IT services
•Analysis, validation and documentation as part of incident management lifecycle
•Follow standard practices and procedures to identify potential system issues and escalate them if required
•Provide feedback on support delivered and current processes and procedures
•Attendance at various meetings as needed
•Communication within different levels of a business
•Other duties as assigned
•Minimum of 1 year work experience in technical customer support area, preferably in a corporate environment
•Excellent written and spoken English, other languages advantageous
•Ability to do shift and weekend work
•Proven ability to solve complex issues
•Demonstrated ability to effectively manage routine and complex engagements simultaneously, producing consistently high quality results.
•Ability to make clear decisions and deal with stressful situations