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Job Description

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance/maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. There is an on-call rotation, and work shifts may vary based on workload/systems availability. Work is performed primarily at customer sites.Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.

Career Level - IC3

Responsibilities

Candidate Requirements

• Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience

• Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)

• Experience with data center M&E equipment

• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems

• Experience working in a “ mission critical operations ” environment

• The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately

• The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations

• Ability to speak confidently and to communicate clearly in a virtual environment

• Strong adherence to processes and be a Process Champion

• Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff

• Experience providing client-facing, direct customer support and service.

• Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual

• Highly service-oriented, reliable, responsible, self-motivated

Data Center experience

• Basic knowledge of data center design, including electrical and cooling plant & operation thereof

• Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)

• Rack, and stack equipment, including the commissioning of new racks

• Strong structured cabling skills on fibre & copper (e.g looming, term & test)

Systems & hardware expertise

• Systems administration (Linux and/or Windows Servers)

• Hardware repair, diagnosis & break / fix

• Networking fundamentals (DNS, TCP/IP, basic troubleshooting)

• IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)

• Base Operating System Installs and configuration

• Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.

Role Responsibilities and Requirements

• Act HW as support expert liaison to other technical teams & non-technical teams (e.g.: networking, compute, compliance, business operations)

• Understand internal customer problems and provide technical solutions in a timely manner

• Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware

• System board level replacements and fault diagnosis to SLAs

• Planning and commissioning new rack positions

• Structured cabling installation is a significant part of this position

• Keep up with the latest technologies and apply them appropriately

• Adherence to defined Health & Safety processes at all times

• Working as part of a multi-disciplinary team without friction

• Additional on-premise work at customer locations may be required

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $33.94 to $67.93 per hour; from $70,600 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US 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&D

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. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer