Job Description

Oracle IT-Support personnel have a deep understanding of the company products and extensive experience in troubleshooting, helping customers solve technical issues usually by remote diagnosis on the phone or via chat support in a timely manner.

An Oracle IT-Support Analyst must have real technical expertise in order to be able to help the customer, work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise.

Qualification/Requirements

Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+

• Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)
• Good analytical skills to troubleshoot and fix hardware, windows and applications issues
• Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):
  • Windows OS (Ver 10 or above), related hardware, and typical applications
  • macOS (Monterrey or above), related hardware, and typical applications
  • MS Exchange Clients
  • Cloud Infrastructure and Concepts
  • IT Security and Data Protection
  • Powershell
  • Network
  • Linux/Unix OS
• ONE or more proven skills in the following areas: (preferred skills):
  • Devops
  • Agile Methodologies
  • ITIL/ITSM
  • Python
  • Java
  • Oracle APEX
  • SQL
  • PHP
  • etc.
• Should be capable of multitask
• Strong customer skills and customer oriented
• Should have excellent communication skills English/Spanish (Oral & Written)
• Should be smart, enthusiastic and a good team player
• Experience working on ticketing tsystems
• Ability and willingness to work in an environment providing 24x7x365 support
• Position based in Guadalajara, Mexico (is required to work from our office location)

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat
• Perform remote troubleshooting through diagnostic techniques
• Provide the best solution based on the issue and details provided by end user
• Provide accurate information on IT products or services
• Collaborate with others to resolve complex issues
• Research un-resolved issues to the next level of support team
• Strictly Adhere to SLAs and procedures
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Monitor the ticketing queues and work on the aging tickets
• Research solutions using available information resources
• Stay current with system information, changes and updates

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer