Oracle Field Support Specialist 2 in Austin, Texas
Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.
Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.
Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience
Recent graduates are encouraged to apply if they can demonstrate interest and knowledge in the position and a willingness to learn on the job – gap year students also considered
Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
Experience with data center M&E equipment
Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
Experience working in a “ mission critical operations ” environment
The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately
The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
Ability to speak confidently and to communicate clearly in a virtual environment
Strong adherence to processes and be a Process Champion
Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
Experience providing client-facing, direct customer support and service.
Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
Highly service-oriented, reliable, responsible, self-motivated
Required Data Center experience
Basic knowledge of data center design, including electrical and cooling plant & operation thereof
Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
Rack, stack equipment including commissioning of new racks
Strong structured cabling skills on fibre & copper (e.g looming, term & test)
Required systems & hardware expertise
Systems administration (Linux and/or Windows Servers)
Hardware repair, diagnosis & break / fix
Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
Base Operating System Installs and configuration
Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
Role Responsibilities and Requirements
Act HW as support expert liaison to other technical teams & non-technical teams (e.g.: networking, compute, compliance, business operations)
Understand internal customer problem and provide technical solution in timely manner
Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
System board level repair and fault diagnosis to SLAs
Planning and commissioning new rack positions
Involvement with the design and commissioning of new whitespaces
Structured cabling installation is a significant part of this position
Keep up with the latest technologies and apply them appropriately
Adherence to defined Health & Safety processes at all times
Working as part of a multi-disciplinary team without friction
Additional on-premise work at customer locations maybe required
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.