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Technical Support Specialist

hace 1 mes

Zapopan, Jalisco, México Oracle A tiempo completo

As a member of the IT organization at Oracle, you will provide technical assistance to employees 24/7. This role involves resolving technical questions and troubleshooting system hardware, operating systems, applications, and networks. You will be the primary point of contact for IT support and will provide advice and assistance to solve technical issues via remote diagnosis on the phone or via chat support in a timely manner.

Requirements

  • Minimum 3 years of experience working as an IT Service Desk analyst level 2+
  • Ability to diagnose and resolve general technical issues on Windows, macOS, and Linux
  • Good analytical skills to troubleshoot and fix hardware, windows, and applications issues
  • Proven experience and knowledge in at least four of the following areas: Windows OS, related hardware, and typical applications; macOS, related hardware, and typical applications; Cloud Infrastructure and Concepts; IT Security and Data Protection; Powershell; Network; Linux/Unix OS
  • One or more proven skills in the following areas: Devops, Agile Methodologies, ITIL/ITSM, Python, Java, Oracle APEX, SQL, PHP, etc.
  • Ability to multitask and strong customer skills
  • Excellent communication skills in English and Spanish (oral and written)
  • Ability to work in an environment providing 24/7 support

Job Responsibilities

  • Provide technical assistance to employees via phone, web, or chat
  • Perform remote troubleshooting through diagnostic techniques
  • Provide accurate information on IT products or services
  • Collaborate with others to resolve complex issues
  • Research unresolved issues to the next level of support team
  • Record events and problems and their resolution in logs
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Monitor the ticketing queues and work on aging tickets
  • Research solutions using available information resources