Job Description

As a member of the IT-Support organization, your focus is to provide technical help for oracle employees 24x7x365 support. This position is specifically designed to help cover a portion of our weekend shift. This involves resolving technical questions regarding the use of and troubleshooting for system hardware, operating systems, applications, and networks. As a primary point of contact for IT-support to oracle employees, you are responsible for providing advice and assistance to solve technical issues usually by remote diagnosis on the phone or via chat support in a timely manner.

Qualification/Requirements

Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+ Willingness to work weekends (flex scheduling)

• Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)

• Good analytical skills to troubleshoot and fix hardware, windows and applications issues

• Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):

• Windows OS (Ver 10 or above), related hardware, and typical applications

• macOS (Monterrey or above), related hardware, and typical applications

• MS Exchange Clients

• Cloud Infrastructure and Concepts

• IT Security and Data Protection

• Powershell

• Network

• Linux/Unix OS

• ONE or more proven skills in the following areas: (preferred skills):

• Devops

• Agile Methodologies

• ITIL/ITSM

• Python

• Java

• Oracle APEX

• SQL

• PHP

• etc.

• 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

• Experience working on ticketing tsystems

• Ability and willingness to work in an environment providing 24x7x365 support

• Position based in Guadalajara , Mexico (is required to work from our office location)

Career Level - IC2

Responsibilities

Job Responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat

• Perform remote troubleshooting through diagnostic techniques

• Provide the best solution based on the issue and details provided by end user

• Provide accurate information on IT products or services

• Collaborate with others to resolve complex issues

• Research un-resolved issues to the next level of support team

• Strictly Adhere to SLAs and procedures

• Record events and problems and their resolution in logs

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

• Monitor the ticketing queues and work on the aging tickets

• Research solutions using available information resources

• Stay current with system information, changes and updates

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer