Oracle Technical Analyst 2-Support in Bangalore, India
Technical Analyst 2-Support
TSC Engineer functions in a team environment shall include
(but not limited to):
- Open, document, and maintain trouble reports and quality records as per the
Oracle and TL9000 processes.
Direct customer interface and communication.
Collection of relevant technical problem identification and customer
- Perform base problem determination and support-fixes for
hardware, software, customer questions or queries, features, installation,
method of procedure
(“MOP”), process or network issues.
Perform software upgrades support.
Provide Installation Technical Assistance Center (“ITAC”) and Application
Engineering support and services.
- Execute maintenance operations (hardware and software, i.e. server reboots or
remote disk replacement MOPs).
Provide regular problem resolution status reports to the applicable customer.
Provide the Design Support team with problem descriptions which cannot be
resolved by the Support team in accordance with the performance measurements identified
- Escalate issues to Design Support team and continued management of such
- Adhere to TSC Service Request (“SR”) quality record
and documentation standards, TL9000, Fix Response Time (FRT) metrics and
Perform regular and scheduled system health checks.
Perform remote access verification.
Perform Return Material Authorization (“RMA”) and faulty
equipment handling and replacement.
- Perform triage of the incoming SR to determine the correct severity / urgency
and involve correct level of support team. Engineer functions in a team
environment shall include (but not limited to):
- Upon request by Oracle, perform health checks and upgrades of Oracle
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.
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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job Type: Regular Employee Hire