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Technical Analyst 2-Support

Bengaluru, KA
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  • IT
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Job Details

This Technical Support Engineer position is for the Sparc Domain, which is part of the Oracle Customer Support Services organization. The primary focus of this role is to deliver remote post-sales technical support and solutions to the Oracle customer base while serving as an advocate for customer needs.This position requires English as the primary language.Major Activities / ResponsibilitiesProvide telephone and/or web post-sales Sparc/Solaris support in English.Facilitate resolution mediating between Oracle Technical Support key resources and the customer in a timely manner.Perform problem isolation and resolution, using system software and diagnostics tools.When necessary, escalate calls to the appropriate level of support with complete and accurate information.Display and maintain high level of professional behavior at all times.Assist in ensuring Customer Satisfaction goals are met.Documenting resolutions to assist with possible future problem resolution.Effectively prioritize workload and manage list of outstanding customer queries.Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise.Use Call Management tools to update all involved activities accurately.RequirementsBS/ B.Tech degree in Computer Science/Electronic Engineering or equivalent.Experience and knowledge of working with Sparc servers products (Sun legacy and/or actual Oracle Sparc products), and Unix/Solaris Operating system (different versions).x86/x64 servers, Network, Storage, Cluster concepts and troubleshooting would be beneficial.Participate in a 7x24 on-call rotation duty on after-hours/weekends/holidays as business needs.Fluent English speaker.Preferred SkillsExperience in customer services; customer focused, with a pro-active and responsive approach.Understanding of the concepts of technical support including respond to customer issues within deadlines, with great communication skills.Be flexible, effective team work skills & able to work independently.Highly self-motivated, able to handle multiple tasks in a fast-paced environment.Analytical skills in troubleshooting and problem resolution.Ability to self-learn new technologies or product features.Excellent telephone and e-mail etiquette are essential.Ability and level of comfort with speaking on the phone for extended periods of time.Sun/Oracle Certified System Administrator, Sun/Oracle Certified Network Administrator, or equivalent certifications will be a plus. 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.
Additional Degree: B.Sc. (Science)

Experience: 4-7


Customer Support | Network Planning
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