Senior Technical Support Specialist

hace 2 días


Zapopan, Jalisco, México Oracle A tiempo completo
Job Summary:

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Oracle. In this role, you will serve as the first point of contact for technical assistance and provide top-notch support to our customers.

Key Responsibilities:

* Provide expert-level technical support via phone, web, or chat
* Perform remote troubleshooting using diagnostic techniques
* Offer accurate information on IT products or services
* Collaborate with other teams to resolve complex issues
* Research unresolved issues and escalate them to the next level of support
* Adhere to SLAs and procedures
* Record events and problems in logs
* Pass on customer feedback to the relevant team
* Identify and suggest possible improvements to procedures
* Monitor ticketing queues and work on aging tickets
* Stay current with system changes

Requirements:

* Minimum 3 years of experience in IT Service Desk
* Willingness to work weekends (flexible scheduling)
* Ability to diagnose and resolve technical issues (Windows, macOS, Linux)
* Proven experience in at least four of the following areas: MS Exchange Clients, Cloud Infrastructure, IT Security, PowerShell, Network, Linux/Unix OS
* One of the following preferred skills: DevOps, Agile Methodologies, ITIL/ITSM, Python, Java, Oracle APEX, SQL, PHP

About You:

* Strong problem-solving skills and ability to think critically
* Excellent communication and interpersonal skills
* Ability to work independently and as part of a team

What We Offer:

* Competitive salary: $85,000 - $110,000 per year
* Comprehensive benefits package
* Opportunities for professional growth and development

If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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