Technical Analyst 3-Support
Location:
Morrisville , North Carolina
Posted:
December 19, 2016
Reference:
1600192D
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 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). You should be able to work with minimal 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.

Additional Responsibilities shall include (but are not limited to):
  • Perform base problem determination and support-fixes for hardware, software, customer questions or queries, features, installation, method of procedure ("MOP"), process or network issues.
  • Execute maintenance operations (hardware and software, i.e. server reboots or remote disk replacement MOPs).
  • Provide the Design Support team with problem descriptions which cannot be resolved by the Support team in accordance with the performance measurements identified by Oracle.
  • Escalate issues to Design Support team and continued management of such issues.
  • Adhere to Service Request ("SR") quality record and documentation standards, TL9000 metrics and standards.
  • Perform triage of the incoming CSR to determine the correct severity / urgency and involve correct level of support team.
  • Perform health checks and upgrades of Oracle customers' equipment. These activities will consist of remote and on-site upgrades.
  • Perform software upgrades support.
  • All activities will have a set start date and time communicated to the Engineer in advance and described in a MOP which is also provided to the customer.

Experience:
  • 5 years knowledge/experience with LAN and WAN technologies: Routers and Switches
  • 5 years Knowledge and Support experience with layer3 IP Routing and layer2 switching that is used in Telecom solutions such as IMS, VoLTE, 3 & 4G Networks.
  • Analyzing and debugging IP packet captures using Wireshark/Tshark
    Operating Systems: Linux/Unix command line and OS troubleshooting
  • Database experience
  • Protocols: TCP/IP, SNMP, Diameter, Radius, DHCP
  • Interoperability/QA testing experience
  • Professional documentation skills writing Method of Procedures (MOPs), Root Cause
  • Analysis (RCAs), Technical Service Bulletins (TSBs), step by step technical procedures
    Experience with Diameter/PCEF/PCRF/GGSN/PGW/DRA a plus
  • We are looking for a minimum of three years prior working experience with Oracle products (or at least three years related experience without Oracle products)
  • BS Computer Science, Management Information Systems, or comparable degree OR 4 years of professional experience with professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.) is preferred.
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.
Qualifications:
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 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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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