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Technical Analyst 2-Support

hace 7 meses

Zapopan, México Oracle A tiempo completo

As a member of the IT-Support organization, your focus is to provide technical help for oracle employees 24x7x365 support. This position is specifically designed to help cover a portion of our weekend shift. This involves resolving technical questions regarding the use of and troubleshooting for system hardware, operating systems, applications, and networks. As a primary point of contact for IT-support to oracle employees, you are responsible for providing advice and assistance to solve technical issues usually by remote diagnosis on the phone or via chat support in a timely manner. 

Qualification/Requirements

 Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+

Willingness to work weekends (flex scheduling) Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)  Good analytical skills to troubleshoot and fix hardware, windows and applications issues Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME): Windows OS (Ver 10 or above), related hardware, and typical applications macOS (Monterrey or above), related hardware, and typical applications MS Exchange Clients Cloud Infrastructure and Concepts IT Security and Data Protection Powershell Network Linux/Unix OS ONE or more proven skills in the following areas: (preferred skills): Devops Agile Methodologies ITIL/ITSM Python Java Oracle APEX SQL PHP etc. 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 Experience working on ticketing tsystems Ability and willingness to work in an environment providing 24x7x365 support Position based in Guadalajara , Mexico (is required to work from our office location)

Career Level - IC2

Job Responsibilities

Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat Perform remote troubleshooting through diagnostic techniques Provide the best solution based on the issue and details provided by end user Provide accurate information on IT products or services Collaborate with others to resolve complex issues Research un-resolved issues to the next level of support team Strictly Adhere to SLAs and procedures 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 the aging tickets Research solutions using available information resources Stay current with system information, changes and updates