What are the responsibilities and job description for the Support Technician I position at Oracle?
As a member of the Help Desk, provide first-level phone support to internal employees and/or outsourcing customers. Provide information to customers. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.
Works on assignments that are moderately complex in nature where judgment is needed in resolving problems and making routine recommendations. Follows standard practices and procedures. Normally receives no instructions on routine work and general instruction on new assignments. Exceptional customer service and interpersonal skills. Strong written and verbal communication skills. Ability to organize, prioritize, and manage multiple tasks simultaneously. Team player. Strong attention to detail. BA/BS degree or equivalent.
As a Support Technician I, with the ITWorks team you will provide day-to-day technical support end-users hardware and software needs and project-based support. You will provide routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems, and connectivity. In addition, you will be responsible for troubleshooting hardware and software issues and document resolution with support as needed while also repairing or replacing defective equipment with support as needed. As a team member, you will also install, configure, update end-user desktop and laptop software with support as needed, and prioritize and escalate issues when appropriate. Your responsibilities will also include performing telecom moves, adds, and changes for end-users with limited support. Finally, you will use knowledge transfer forums to identify and resolve problems and contribute to all desktop or telecom support phases, including coordination, monitoring, tracking, and resolution related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues.
Basic Qualifications
At least 2 years total combined related work experience and completed higher education
High School Diploma
Preferred Qualifications
Associate's degree or equivalent relevant work experience
ITIL Foundations / Service Management - AXELOS
Expectations
Perform other responsibilities as assigned
Willing to work additional or irregular hours as needed and allowed by local regulations
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
