Technical Support Analyst, Oracle Communications

Technical Support Analyst, Oracle Communications SS7 Telephony Products-21000ZEA

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**
**Department Description**:
The Oracle Communications Eagle (SS7) Support team is responsible for providing support to the existing Eagle STP installed base.

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.

**Responsibilities**:
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). You should be able to work with mínimal 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.

**Additional Responsibilities shall include (but are not not limited to)**:

- 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.
- Execute maintenance operations (hardware and software, i.e. server reboots or remote disk replacement MOPs).
- Provide the Engineering team with problem descriptions which cannot be resolved by the Support team in accordance with the performance measurements identified by Oracle.
- Escalate issues to Engineering or Consulting teams and continued management of such issues.
- Adhere to Service Request (“SR”) quality record and documentation standards, TL9000 metrics and standards.
- Perform triage of the incoming CSR to determine the correct severity / urgency and involve correct level of support team.

**SWOPS Engineer **functions in a team environment shall include (but not limited to):

- Perform health checks and upgrades of Oracle customers’ equipment. These activities will consist of remote and on-site upgrades.
- All activities will have a set start date and time communicated to the Engineer in advance and described in a MOP which is also provided to the customer.

**Experience**:

- 5+ years knowledge/experience with LAN and WAN technologies: Routers and Switches
5+ years Knowledge/experience with layer3 IP Routing and layer2 switching
- Analyzing and debugging IP packet captures using Wireshark/Tshark
Operating Systems: Linux/Unix command line and OS troubleshooting
- Database experience
- Protocols: SS7, TCP/IP, SNMP, Diameter, Radius, DHCP
- Interoperability/QA testing experience
- Professional documentation skills writing Method of Procedures (MOPs), Root Cause Analysis (RCAs), Technical Service Bulletins (TSBs), step by step technical procedures
Experience with SS7 STP (any vendor but ideally Oracle Eagle 5), LSMS/ELAP/EPAP and PIC (IPX) a plus
- We are looking for a minimum of two years prior working experience with Oracle Communications products (or at least three years related experience without Oracle products)
- BS Computer Science, Management Information Systems, or comparable degree OR 4+ years of professional experience with professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.) is preferred.

**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 Sr. 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. Have an u