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 a 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 via phone, chat or in-person support. Your primary task will be to provide support to customers who contact the Employee Support channels and maintain high level of customer satisfaction while meeting guidelines. 

Qualifications    

Duties and tasks are standard with some variation. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Desired qualifications include:

Technical degree 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 5 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.). Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps). Strong knowledge of Windows, Mac and Linux operating systems and mobile devices Knowledge of Microsoft Office Suite, Confluence, Jira, Slack, and Endpoint Solutions. Intermediate network troubleshooting. Should be experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. 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 Saturday through Wednesday (Thursday and Friday weekly-off) for supporting our customers during the weekend.  Positions are based in Manila, Philippines (required to work from our office locations).

Career Level - IC2