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Field Support Specialist / Hardware Engineer - TSPV Clearance

Oracle

Adelaide, South Australia, Australia

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Job Posted: 28/07/2017

Job Category:

IT and Telecommunications / Helpdesk / Servicedesk

Job description:
Field Support Specialist / Hardware Engineer
 
Oracle Corporation is currently seeking a talented, enthusiastic and experienced Hardware Engineer / Field Support Specialist to provide field remediation and installation services, proactive support, and service account management to Oracle business contracted customers on a 7x24 hour basis, many of which are running Oracle technologies in mission critical environments.

As a member of the Oracle Systems Field Support Services team, a Field Support Specialist assumes full responsibility for the installation, service and repair of Oracle hardware and software, and other approved equipment.

Based in Alice Springs you will be responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Responsibilities:

    Provide high level of customer satisfaction through the effective delivery of technical support and service programs
    Provide analysis, diagnosis and remediation of hardware and relevant software issues, and installation/de-installation of applicable product
    Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services
    Pro-actively coordinate resources, problem resolution, problem escalation, and the use of system level diagnostics
    Participate in customer review meetings and liaison with other lines of business is also required
    Understand service processes and options that are linked with the customer’s specifications
    Able to identify and solve a wide range of problems
    This role needs a 8x5 on-call support commitment to support customer specifications
    You will work primarily at customer sites


Essential skills:

    Australian or US Citizenship and associated Security clearances
    Oracle/Sun product knowledge, in order to satisfy customer and internal requirements.
    Unix administration skills
    Solaris and or Oracle Enterprise Linux systems management
    Excellent customer relationship skills.
    Report writing skills.
    Architecture knowledge of Oracle systems and storage hardware

Detailed Description and Job Requirements

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.