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. Specific Knowledge and Experience: - Provide post-sales, hardware support remotely to Oracle X86 hardware platforms. - Good understanding of X86 system architectures and RAID technology. - Service processor knowledge and log collection for platform hardware troubleshooting - Hands-on and remote troubleshooting experience on Oracle X86 servers (Exdata, ODA, X8, X7 etc.) or other similar platforms. - system level troubleshooting skills and system administration skills under Linux, Windows or Solaris Operating Systems. - Added advantage to have knowledge of Cloud Infrastructure and support - Escalate calls to the appropriate level, in a timely manner - Have great analytical and problem solving skills - Good customer interaction and organizational skills, able to maintain a high level of customer satisfaction - Excellent verbal and written English Language communication skills - Good team player working in global environment with self motivating personality. - Effective time management skills and work prioritization capabilities. - Hands-on troubleshooting experience of GPU systems would be an added advantage - Any professional certifications like (i.e.MCSE, RHCE, Cloud etc.). - Employee is expected to work in designated Oracle office during their assigned shift. - 24*7 Support environment, ready to work in shifts 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.