Technical Support Engineer 2

1 month ago

bangalore, India Oracle Full time

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.

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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Work involves problem solving with assistance and guidance in understanding and applying company policies and procedures. A technical degree is preferred ., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a GPA. 

The Immediate Response Center (IRC) provides world-class incident management services based on ITIL best practices. The IRC Event Management (EM) represents a subset of IRC operations, designed to minimize potential client database, system, network, and application incidents through a combination of proactive monitoring techniques and cutting-edge automated tools. As a Technical Support Engineer II, you will provide technical support for internal tools/applications and processes. 

In this role, you will provide technical support, find solutions to wide variety of technical challenges, and create knowledge material for brining scale to operations. It also includes working with multiple SMEs to address the gap in knowledge, submit ideas for process improvements, file defect report if required. You will proactively monitor system/application alarms, investigate, analyze, resolve, or escalate alarms and service requests. Your responsibility is also prioritizing and managing work queue in accordance with service level agreements, documenting investigation, and issue resolution. You will perform problem management efforts by identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause. Be agile and open to new responsibilities based on the business need, learn and gain expertise in new technical solutions as and when required

Basic Qualification

At least 4 years total combined completed higher education and/or related work experience including. Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience.

Preferred Qualifications

At least 3 years experience in Application Support and SQL Good knowledge and hands on Experience with Linux and SQL

Expectations

Must reside in or willing to relocate to Bengaluru, Karnataka Willing to work in shifts, additional or irregular hours (Night Shifts) as needed and allowed by local regulations. Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position. Strict adherence to schedules. Perform other responsibilities as assigned. Ability to remain calm and think clearly under high-pressure situations. Multitasks and comfortable with repetitive work. Fluent in English to interact with global associates.

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