Technical Analyst 2-Support

As an Associate Support Engineer at Oracle, you will be the technical interface to internal customers for resolution of problems related to 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 a high level of customer satisfaction while meeting guidelines.

Responsibilities include:

• Serve as the first point of contact for employees seeking technical assistance over phone, chat, or in-person support
• Provide direction in the use of resources and applications to Oracle employees
• Install, configure, and support workstation software, hardware, and printers
• Implement applications and software upgrades and troubleshoot performance issues
• Troubleshoot system and network problems, diagnose, and solve hardware or software faults
• Analyze issues, identify vulnerabilities, and develop creative solutions
• Serve as liaison between Oracle employees and laptop vendors to address hardware issues
• Collaborate with others to resolve complex issues
• Identify and suggest possible improvements on procedures
• Participate in the testing and evaluation of new technology

Required qualifications:

• Technical degree (BS in Computer Science, MIS, Engineering, Math) with a 3.0 GPA OR functional degree + technical higher degree (or 5 years professional experience & certification)
• Project Management / Support methodologies experience (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 skills
• Experience in multiple platforms with ability to complete tasks with minimal direction
• Strong customer service skills and multitasking ability
• Excellent communication skills in English (oral & written)
• Working knowledge of a Ticketing System (Jira Service Management)
• Ability to work in a 24x7x365 support environment
• Willingness to work Saturday through Wednesday schedule

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