DescriptionAs a member of the Support organization, your focus is to deliver support and solutions to the Oracle employees while serving as an advocate for customer needs. 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 internal customers for resolution of problems related to the installation, recommended maintenance, and hardware and software issues via phone, chat or in-person support. Your primary task will be to provide support to customers who contact the Employee Support channels and maintain high level of customer satisfaction while meeting guidelines.
Qualifications
Duties and tasks are standard with some variation. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Desired qualifications include:
- Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 5 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
- Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps).
- Strong knowledge of Windows, Mac and Linux operating systems and mobile devices
- Knowledge of Microsoft Office Suite, Confluence, Jira, Slack, and Endpoint Solutions.
- Intermediate network troubleshooting.
- Should be experienced in multiple platforms and be able to complete assigned duties with minimal direction from management.
- Should be capable of multitask.
- Strong customer skills and customer oriented.
- Should have excellent communication skills English/Spanish (Oral & Written).
- Should be smart, enthusiastic and a good team player.
- Working knowledge of a Ticketing System (Jira Service Management).
- Ability and willingness to work in an environment providing 24x7x365 support.
- Ability to work during Saturday through Wednesday (Thursday and Friday weekly-off) for supporting our customers during the weekend.
- Positions are based in Manila, Philippines (required to work from our office locations).
Career Level - IC2
ResponsibilitiesAs a Support Engineer, you will be the technical interface to internal customers for resolution of problems related to the installation, recommended maintenance, and hardware and software issues via phone, chat or in-person support. Your primary task will be to provide support to customers who contact the Employee Support channels and maintain high level of customer satisfaction while meeting guidelines.
- Serve as the first point of contact for employees seeking technical assistance over the phone, chat or in-person support.
- Provide direction in the use of resources and applications to Oracle employees, referring them to knowledge-based articles and online resources for more in-depth answers.
- Install, configure, and support workstation software, hardware, and printers.
- Implement applications and software upgrades and troubleshoot any performance issues.
- Analyze issues, identify vulnerabilities and ways to improve efficiency and accuracy, and develop creative solutions.
- Serve as liaison between Oracle employees and laptop vendors to address and resolve hardware issues.
- Collaborate with others to resolve complex issues.
- Identify and suggest possible improvements on procedures.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Participate in the testing and evaluation of new technology.
- Train more junior staff members.
- 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.
- Potential additional work responsibility will be given for becoming a Shift Lead.