Technical Analyst 3-Support
Location:
Colorado Springs , Colorado
Posted:
February 08, 2017
Reference:
1700034C
Oracle Primavera is a leading Project Portfolio Management (PPM) solution for project-intensive industries. It offers best-in-class capabilities focused on mission critical PPM requirements of industries such as engineering & construction, public sector, aerospace & defense, utilities, oil & gas, manufacturing / high tech, and IT / professional services. Oracle Primavera enables enterprise agility, team productivity, portfolio predictability and overall project management and delivery efficiency.

Department Description:
The Primavera Global Support Organization is a team of highly motivated professional and technical people who are committed to supporting the GCS mission of enabling a Superior Ownership Experience for our customers by providing world class, industry leading support services. We are a collaborative, proactive team that takes great pleasure in working together to achieve our goals and supporting our customers and their projects.


Job Responsibilities:
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 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.


Candidate Profile:
It is desired -but not required- to have one year prior working experience with Oracle products (or at least two years related experience without Oracle products) and are not required to have a technical degree even though any of the following would be a plus: i.e., Administration degree, BS Computer Science/Management Information Systems/Science/ Engineering /Math/Physics/Chemistry with a minimum 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute4 years professional experience & professional certification (i.e., CNE,MCSE, CPA, Oracle, etc.). Project management experience / customer support experience will also be a plus.

Knowledge and Skills:
  • Excellent analytical and problem solving skills
  • Detail oriented
  • Comfortable, and successful, in multitasking
  • Excellent track record in providing outstanding customer service
  • Ability to work independently and within a global team
  • Strong written and verbal communication skills - fluent English
  • Ability to aggressively multi-task and a strong technical aptitude
  • Knowledge/Experience in Project, Program or Portfolio management is desirable, but not required
  • 2 Years in a customer support environment with proven success working with customers also is desired

Knowledge of the following is a plus:
  • Operating Systems, and browser technology
  • Strong understanding of the Microsoft Windows environment
  • Experience with remote Linux administration
  • Experience with Internet Information Services (IIS)
  • Experience with Weblogic or IBM WebSphere
  • Basic knowledge of SQL and Oracle Databases
  • Working knowledge of scripting in a Linux environment
  • Working knowledge of SQL scripting for SQL and Oracle
  • Knowledge of XML and Web services
  • Knowledge of Firewalls and Proxy servers
  • Extensive knowledge of current IT concepts, issues, practices, methodologies and trends
  • Experience working with operating systems to establish monitoring and logging procedures
  • Knowledge of TCP/IP and networking concepts

Top 3 skill sets / technologies in the ideal candidate:
1. Application Support / Customer Service experience (over the phone)
2. IT background with Technical / Analytical thinking
3. Troubleshooting / Diagnostics experience
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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