As a member of Oracle’s Support organization, your primary responsibility will be to deliver technical support and solutions to Oracle employees while advocating for customer needs. As the initial point of contact, you will facilitate relationships between internal customers and the Support team, providing guidance on diverse customer situations and escalated issues.
In this entry-level position as an Associate Support Engineer, you will serve as the technical interface for resolving issues related to the installation, recommended maintenance, hardware, and software. Your primary task will be to offer Level 1 support through various Employee Support channels, ensuring high customer satisfaction while adhering to company guidelines.
The role involves problem-solving with assistance and guidance, following company policies and procedures. Preferred candidates will have a technical degree (BS in Computer Science, Management Information Systems, Science, Engineering, or Math) with a minimum 3.0 GPA. Alternatively, candidates with a functional degree and a higher technical certification or three years of professional experience will also be considered. Desired qualifications include:
- Experience in Project Management/Support methodologies (PMP, ITIL, DevOps)
- Knowledge of Windows, Mac, and Linux operating systems, along with mobile devices
- Familiarity with Microsoft Office Suite, Confluence, Jira, Slack, and Endpoint Solutions
- Basic networking troubleshooting skills
- Strong customer-oriented mindset with multitasking abilities
- Excellent communication skills in English/Spanish (written and oral)
- Team player with enthusiasm and problem-solving aptitude
- Familiarity with ticketing systems like Jira Service Management
- Availability to work in a 24x7x365 support environment
This role is based in Mumbai, India, and requires office presence. The position operates on a Saturday-to-Wednesday schedule to ensure support coverage during weekends.
Key Responsibilities:
- Act as the first point of contact for employees seeking technical support through phone, chat, or in-person assistance.
- Provide guidance on using resources and applications, directing employees to knowledge-based articles for further information.
- Install, configure, and troubleshoot workstation software, hardware, and printers.
- Assist with software upgrades and resolve any performance issues.
- Diagnose and resolve system and network problems, including hardware and software faults.
- Collaborate with hardware vendors to resolve equipment issues.
- Offer suggestions for process improvements and pass on customer feedback.
- Participate in testing and evaluating new technologies.
Key Skills:
- Cloud Support
- End User Support
- Endpoint Management
- Network Troubleshooting
- MS Windows and Mac OS expertise
- Microsoft Office Suite proficiency
- Strong communication and customer service skills
- Technical support and troubleshooting capabilities
- Don’t miss out, CLICK HERE (to apply before the link expires)
