Oracle Technical Analyst 2-Support in Guadalajara/Zapopan, Mexico
Technical Analyst 2-Support
Tier 2 JobDescription
A candidate should have 2-3 years network experience. 1 to 2 years of
OS (Solaris, Window.,etc), 1-2 years NOC experience. A successful candidate
should have attention to detail, will handle 80% of escalations that are sent
from Tier 1.
Providecustomer service and support for a global remote managed services delivery team
Must be ableto work on and expedite various escalations from Tier 1 as well performfollow-up customer service by documenting all actions in the Customer incidentticket
Document ina knowledge-base all steps taken to resolve this incident which will then beused by tier 1 staff for future remediation of incidents. The candidate must beable to focus on accuracy to resolve challenging issues within time constraints
Be able towork cooperatively with Tier 3 engineers to both analyze and document allremediation actions
Responsibilitieswill include serving as first escalation point for Tier 1 ControlCenteranalysts for any customer incident identified during that work schedule
Escalationmay include O/S( UNIX and Windows), application as well Network incidents
TheCandidate should also be able to perform with some assistance from Tier 3 thefollowing Customer Change Management requests: Patch installs , applicationinstalls , monitoring configuration changes as well as router, OS upgrades andsystem reboots
Additional tasks mayinclude preparation work for service reviews, identifying and gatheringinformation for specific customer problems . Gathering information in eventmanagement to be used to adjust event thresholds and identify performancedegrading trends.
Detailed Description and 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.).
Job Type: Regular Employee Hire