Technical Analyst 2-Support

Job Description

*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 a 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 support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree 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 & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)., *Systems CommsGBU-Network TSC is the systems support group that provides support to the global customers in resolving their systems related software issues. This position is for Oracle SBC, SDM, OCOM product support (Post sales) SPECIFIC SKILLS: Open and track trouble tickets through problem resolution, and provide summary reports to customers. Analyze problem reports, replicate customer network environment and reproduce customer problems in our lab to troubleshoot technical issues. Escalate issues into the Engineering organization as required. Be able to work and promote healthy team environment Participate in on call rotation required Limited Travel BE or BS Electrical and Telecommunication /Computer Science/Management Information Systems/Science/ Engineering Must be familiar with LAN/WAN data networking architectures and routing protocols Demonstrated experience in in one or more of these protocols (SIP, H323, MGCP, RTP/RTCP, TCP, UPD or Diameter) Security (TLS, SRTP or IPEC) Proven track record in troubleshooting customer issues Excellent verbal and written English Language communication skills 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 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 4-5 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)

Keyskills :
sqljavatroubleshootingenvironmentsql serverproduct supportsummary reportsenglish languagesupport engineersproblem resolutionworking experiencecustomer satisfactioncpatcpmcsepostsales support