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Technical Analyst 3-Support

Company: Oracle
Location: Broomfield
Posted on: April 27, 2021

Job Description:

If you are great working in a customer service environment, enjoy the challenge of solving problems, and have a general knowledge of Storage concepts and fundamentals, this role may be for you.As the 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. Key skills include technical troubleshooting, problem determination and customer service skills (interactive communication / coordination / empathy / accountability).As a Technical Support Engineer, you will be providing the technical support to Oracle Service customers for problem resolution related to their Oracle equipment. This could include: - Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable. - When necessary, escalating calls to the appropriate level of support with complete and accurate information.Displaying and maintaining a high level of professional behavior at all time Assisting to ensure Customer Satisfaction goals are metDocumenting resolutions to assist with possible future problem resolutionEffectively prioritizing workload and managing list of outstanding customer queriesActing as a technical resource to peers as needed to help resolve customer problems for your area of expertise Communicating confidently with Sustaining and Product Development Engineers in matters relating to the SVOS Team and customers Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call"Good understanding of networking concepts including Active Directory, TCP/IP, network interfaces, aggregation and virtualization, NFS, SMB Network Protocol, Naming services, Sendmail, network security, Infiniband, ethernet and fabric switchesKnowledge of RAID storage concepts and protocols (iSCSI, SCSI, FC). Windows, Linux and Solaris a must. AIX knowledge is beneficialTechnical degree - BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/ Chemistry OR functional degree + technical higher degreeIn lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)Preferred Qualifications:Knowledge of Cloud Technologies, Virtual Machines and Engineered SystemsOne year prior working experience with Oracle products (or at least two years related experience without Oracle products)4+ years of ZFSSA, Oracle Linux, Windows and Solaris/UNIX operating systems experienceOracle 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.As part of Oracle's standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicles records (where required for position).Opening Date (Period for Applying) - External Mar 2, 2021Closing Date (Period for Applying) - External May 3, 2021Detailed Description and Job Requirements - ExternalAs 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).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 is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.Detailed Description and Job RequirementsAs 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 Sr. 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. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle) Colorado Pay Range: From $34.63 to $60.61 per hour From $72,037 to $126,068 per annum Eligible for equity Oracle offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. Flexible paid time off (unlimited or accrued vacation and sick leave) 9. Paid parental leave 10. Employee Stock Purchase Plan 11. Adoption assistance 12. Financial planning and group legal 13. Voluntary benefits including auto, homeowner and pet insuranceOracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Keywords: Oracle, Broomfield , Technical Analyst 3-Support, IT / Software / Systems , Broomfield, Colorado

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