Technical Analyst 1 in Oracle Full Time

About Company :

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient.

Job Description :

As a member of the Support organization, your focus is to deliver support and solutions to the Oracle employees while serving as an advocate for customer needs. 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 an Associate Support Engineer, you will be the technical interface to internal customers for resolution of problems related to the 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 high level of customer satisfaction while meeting guidelines.

Responsibilities :

• Serve as the first point of contact for employees seeking technical assistance over the phone, chat or in-person support.
• Provide direction in the use of resources and applications to Oracle employees, referring them to knowledge-based articles and online resources for more in-depth answers.
• Install, configure, and support workstation software, hardware, and printers.
• Implement applications and software upgrades and troubleshoot any performance issues.
• Troubleshoot system and network problems, diagnose, and solve hardware or software faults.
• Analyze issues, identify vulnerabilities and ways to improve efficiency and accuracy, and develop creative solutions.
• Serve as liaison between Oracle employees and laptop vendors to address and resolve hardware issues.
• Collaborate with others to resolve complex issues.
• Identify and suggest possible improvements on procedures.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Participate in the testing and evaluation of new technology.

Skills –

• A minimum of four years of related work experience and a bachelor’s degree, including:
• An academic qualification in computer engineering, computer science, information systems, software engineering, or a related field.
• 0 to 2 years of experience in application support, client/customer support, incident management, problem management, and change management.
• Knowledge of SQL.
• Readiness to work during the shift from 5:30 PM to 2:30 AM IST.
• Outstanding interpersonal abilities and adept at efficient communication with collaborators across various regions of the globe