Technical Analyst 1-Support

As a member of the Support organization, your focus is to deliver support and solutions to the Oracle employees while serving as an advocate for customer needs. 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 internal customers for resolution of problems related to the installation, recommended maintenance, and hardware and software issues. Your primary task will be to provide level one support to customers who contact the Employee Support channels and maintain high level of customer satisfaction while meeting guidelines.

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 with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 3 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.). Additional desired qualifications include:

• Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps).
• Knowledge of Windows, Mac and Linux operating systems and mobile devices.
• Knowledge of Microsoft Office Suite, Confluence, Jira, Slack, and Endpoint Solutions.
• Basic network troubleshooting.
• 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.
• Working knowledge of a Ticketing System (Jira Service Management).
• Ability and willingness to work in an environment providing 24x7x365 support.
• Ability to work during any 5 days (Workdays: Saturday to Wednesday) for supporting our customers during the weekend. 
• Position is based in Mumbai, India  (required to work from our office locations).

Career Level - IC1

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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.

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