Associate Advanced Support Engineer - 230003DU
Languages Required: Applicants are required to read, write, and speak the following languages: English, Spanish
Preferred Qualifications:
This posting is to cover a position in operations, as a technical analyst - support at Oracle Customer Connected Service Delivery (CCSD):
The position requires working on shifts 365x7x24.
The job requires a commitment to work physically at the Oracle office in Madrid (Spain) into a labor framework that can include both working in a hybrid remote way (some days at the office) or fully dedicated at the office (according to changing business needs) to cover those shifts.
It is mandatory to speak both fluent Spanish and English; other languages will be assessed as well, due to potential business needs that may arise.
Experience in customer support by phone will be highly appreciated.
This position is oriented for people who want to develop their professional career at Oracle.
It will be necessary to have sufficient knowledge about the following aspects:
ITIL concepts in terms of incident management and change management processes.
Knowledge of concepts around event handling. Alerts are received in monitoring consoles.
Agility at the operational level to work with several technologies:
OS (Unix/Linux): How to check/perform actions on processes, memory, CPU, scripts execution, health-checks, start/stop components, among others.
Oracle DB: Operational knowledge (gather diagnostic data, start/stop, checks).
FMW/APPs: Weblogic and Oracle Enterprise Manager mainly, but also other Oracle apps knowledge is appreciated.
Detailed Description and Job Requirements:
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.
Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain a high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration, or problem replication.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
Qualifications:
One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and a technical degree i.e., BS in Computer Science/Management Information Systems/Science/Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job: Support
Travel: Yes, 25% of the Time
Location: ES-ES, Spain - Madrid
Job Type: Regular Employee Hire
Organization: Oracle
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