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Technical Analyst 2-Support

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Oracle

1mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Hyderabad, +1

AI generated summary

  • You need a technical degree or equivalent experience, project management skills, knowledge of OS, Microsoft tools, network troubleshooting, customer service skills, and available for 24/7 support.
  • You will provide technical support, troubleshoot hardware/software issues, guide employees on resources, install software, and collaborate on solutions while ensuring high customer satisfaction.

Requirements

  • 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 Hyderabad, India (required to work from our office locations).

Responsibilities

  • As an Associate 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. Your primary task will be to provide level one 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.
  • Troubleshoot system and network problems, diagnose, and solve hardware or software faults.
  • 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.

FAQs

What is the educational requirement for the Technical Analyst 2-Support position?

A technical degree such as a BS in Computer Science, Management Information Systems, Science, Engineering, or Math with a 3.0 GPA is required, or a functional degree plus a technical higher degree or five years of professional experience and certification may be accepted.

What are the main responsibilities of this role?

The main responsibilities include providing technical assistance to employees, troubleshooting hardware and software issues, installing and configuring workstation software, and analyzing and suggesting improvements for efficiency.

What operating systems should candidates be knowledgeable about?

Candidates should have strong knowledge of Windows, Mac, and Linux operating systems, as well as mobile devices.

Is experience with a ticketing system necessary?

Yes, candidates should have a working knowledge of a ticketing system, specifically Jira Service Management.

Are bilingual skills required for this position?

Yes, candidates should have excellent communication skills in both English and Spanish, both oral and written.

What hours is the position expected to cover?

This position requires availability to work in a 24x7x365 support environment, specifically from Saturday through Wednesday, with Thursday and Friday off.

Where is this position based?

The position is based in Hyderabad, India, and requires working from the office locations.

What skills are emphasized for potential candidates?

Candidates should possess strong customer-oriented skills, be capable of multitasking, and have the ability to work independently with minimal direction from management.

Are there opportunities for career advancement within Oracle?

Yes, Oracle provides global opportunities for career advancement, along with a competitive suite of employee benefits aimed at work-life balance and employee wellness.

Does Oracle support employees with disabilities during the hiring process?

Yes, Oracle is committed to including people with disabilities at all stages of the employment process and provides accessibility assistance as needed.

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Oracle

Information Technology & Services

Technology
Industry
10,001+
Employees
1977
Founded Year

Mission & Purpose

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.