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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
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 an Associate 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 level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS 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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)., Bachelors degree in Information technology or Science with at least 1 year of experience in technical support or system administration. As a member of delivery component of ACS Advanced Monitoring & Resolution services, the Control Center engineer will remotely monitor production systems for faults, error and loss of performance or availability from a customer-connected centralized Control Center. The responsibility of the engineer will be to watch an event board, perform action on valid events and generate an incident. Each incident needs to be notified to the customer via email or phone. Basic troubleshooting of the issue which is heterogeneous in nature, needs to be performed via remote access and resolution should be attempted guided by Knowledge articles. If the engineer cannot resolve the issue, it is escalated to the next level of engineer. The engineer will interact with customers throughout the life cycle of incident via phone, email or a web portal. Roles & Responsibilities Monitoring Customer events board 24*7 Acknowledge new events and perform correct categorization of issue. Create Incident based on the Severity / Impact of the issue Notification of the Incident to the customer via Email or Phone Perform validation & resolution of Incidents by following a Knowledge article Provide regular updates to customer based on the severity of the issue Drive Incident management process through updates and resolution Escalate Incidents if resolution path is now known Manage and respond customer emails in a timely manner Follow up with Customer/Vendors in case of hardware replacements Technical Skill set Basic understanding of UNIX architecture (Solaris, Linux.) Basic understanding of Windows platform Basic understanding of Database concepts & architecture Understanding of terminal services such as SSH, Telnet. Understanding of ticketing systems such as Remedy Proven Oral and Written communication skills
Keyskills :
sqljavatroubleshootingenvironmentsqlserverlifecycleremoteaccesscontrolcenterproblemsolvingcustomereventsterminalservicesticketingsystemsechnicalsupppostsalessupp