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Job Title : Technical Analyst 2-Support-1700124G
Preferred Qualifications:
Technical degree i.e. BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/
Chemistry with a 3.0 GPA, or proven professional/ technical experience, i.e., demonstrating an understanding of related
applications at a functional and technical level (preferably Oracle)
Experience in Customer Support and/or Development/Support/Administration of Operating Systems and Network Switches.
Job duties are varied and complex utilizing independent judgment. May have held project lead role. Four years
experience with Core products or five years experience with Operating Systems and/or Switch products.
Specific Knowledge and Experience:
* Good understanding of the concepts of system architectures and operating systems
* At least 6 of the following Solaris/Linux technologies:
TCP/IP Protocols, Network Interfaces, Aggregation and Virtualization, NFS, Samba, Naming Services, Sendmail, Network
Security, Infiniband, Ethernet Switches or Infiniband Switches
* Skills in troubleshooting, and problem resolution.
* Good customer interaction and organizational skills
* Excellent verbal and written English Language communication skills.
Detailed Description & Job Requirements:
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.
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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree 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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
