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
Detailed Description and Job Requirements
As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.
As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.
One to two years experience supporting medium to large applications, working directly with internal/external clients, and providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines.
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).