Technical Analyst 3-Support

Job Description

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.

Responsibilities

As a Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

• Provide post-sales, network hardware support to Oracle’s customers across JAPAC & EMEA region.
• Troubleshoot the issues received via support tickets on a day-to-day basis.
• Escalate calls to the appropriate level whenever required, in a timely manner.
• Engage with various internal support teams via internal channels whenever any assistance is required from them.
• Coordinate & follow up with the onsite / hardware of dispatch teams for the timely delivery of NW hardware to the customer’s site.
• Ensure the SLAs attached to the tickets of different severities are met.
• Work on the weekends (as per the rotation) to provide the required support coverage to the customers.
• Help team improve Knowledge Base documents by participating knowledge management activities.
  
  
  

Required Skills & Experience:

• 5+ years of Technical Support experience.
• Excellent knowledge of Network Switching and Routing.
• Knowledge of Ethernet Switches or IB (Infiniband) Switches or both.
• Has a good knowledge of Solaris, mainly NFS, Interfaces config, Virtual Switching, LDOMs, SSH, LDAP.
• Unix platform (various Linux distributions), that would be a good place to start at.
• Knowledge of IPsec required for Network Cloud (OMCS to OCI migration) related tickets.
• Added advantage to have knowledge or experience of Cloud Infrastructure and Support.
• Need a good experience of troubleshooting of the customer’s issues.
• Must have handled support tickets through ITSM tools like ServiceNow, Zendesk, etc.
• Excellent verbal and written English communication skills.
• Employee is expected to work from designated Oracle office during their assigned shift in a 24*7 Support environment.
  
  
  

Qualifications

Career Level - IC3

About Us

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.