Internal Customer Tech Support 2 - IT

Oracle

Company Type
Experience
Workhours

Preferred Qualifications

As part of the Digital Media Support team within Oracle’s Global Information Technology - Unified Comms and Collaboration organization, you will be responsible for the delivery and support of Digital Media services ( Video on Demand and Live Streaming – Digital Signage) to Oracle’s businesses worldwide.

 

Duties & Responsibilities include:

  • First and Second level incident and request management including analysis, diagnosis, and resolution of problems.
  • Problem management and creation of knowledge base documentation.
  • Escalate end-users problems according to established procedures.
  • Support on premises Digital Media infrastructure.
  • Day to day operations using management tools.
  • Service performance analysis and reporting
  • Active participation to Digital Media social network conversations.
  • Promote services adoption.
  • Participate to IT global teams to support and manage Digital Media systems and services.
  • Liaising with third parties / suppliers to resolve technical issues.


Technical Skills Required: 

  • Excellent technical and troubleshooting skills in supporting desktop / laptop / mobile hardware and software (Windows 7, Windows 10, OSX, iOS, Android operating systems)
  • Knowledge of video on-demand and video live streaming technologies.
  • Knowledge of html programming
  • Basic Unix knowledge.


Soft Skills Required:

  • Fluent written and spoken English.
  • Strong customer service skills.
  • Excellent communications.
  • Delivery oriented
  • Ability to work independently and in a team environment
  • Problem analysis and resolution skills;
  • Quality-focused approach; drive for excellence
  • A second foreign language is advantageous but not required.


Education/Work Experience:

  • Degree/diploma in computer science or IT discipline.
  • At least 2-3 years experience in IT support including video services 
  • Experience in the digital video industry is a plus: Adobe Media Player, Kaltura MediaSpace, FourWinds Interactive.


 Work conditions:

  • Work is performed from Oracle office in Bucharest with local or remote supervision
  • Standard evening shift (02:00PM – 10:00PM). May require out of hours, and weekend work.
  • Occasionally may require change of shift and traveling abroad.


Detailed Description and Job Requirements

As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Solve common user problems such as 'Email problems and functionality questions 'Network printer problems(stopping/starting queue, usage) 'Data Communication/Networking troubleshooting 'Remote network dial in access-PPP and Serial 'PC configuration and network configuration 'Oracle Base Image laptop support. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.

Two to three years experience supporting medium to large applications, working directly with internal/external clients, and one to two years experience providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines.

Job

Information Technology

Location

RO-RO,Romania-Bucharest

Job Type

Regular Employee Hire

Organization

Oracle

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Confirmed 15 hours ago. Posted 30+ days ago.

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