What are the responsibilities and job description for the Technical Solution Analyst II position at Oracle?
Job Description
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 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). Able to work with general 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Responsibilities
As a Technical Solution Analyst II within Support Services, you will perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible for performing more complex troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally. You will also perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers. In addition, you will prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations. You will collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals, document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
Basic Qualifications
- At least 6 years total combined completed higher education and/or related work experience including:
- At least 1 year customer service, call center, hospitality, and/or technical support work experience
- At least 5 years additional work experience directly related to the duties of the job and/or completed higher education, including:
- Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience
- Receipt of the appropriate government security clearance card applicable for your position
- Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen
Expectations
- 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
- Perform other responsibilities as assigned
- Willing to work additional or irregular hours as needed and allowed by local regulations
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated location(s)
California Pay Range: from $22.60 to $58.17 per hour; from $47,000 to $121,000 per annum. May be eligible for equity.
Colorado Pay Range: from $27.64 to $52.36 per hour; from $57,500 to $108,900 per annum. May be eligible for equity.
New York City Pay Range: from $28.22 to $55.24 per hour; from $58,700 to $114,900 per annum. May be eligible for equity.
Washington Pay Range: from $31.54 to $55.24 per hour; from $65,600 to $114,900 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Flexible paid time off (unlimited or accrued vacation and sick leave)
- Paid parental leave
- Employee Stock Purchase Plan
- Adoption assistance
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
About Us
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
Oracle is an Equal Employment Opportunity Employer *** . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
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 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). Able to work with general 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Responsibilities
As a Technical Solution Analyst II within Support Services, you will perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible for performing more complex troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally. You will also perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers. In addition, you will prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations. You will collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals, document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
Basic Qualifications
- At least 6 years total combined completed higher education and/or related work experience including:
- At least 1 year customer service, call center, hospitality, and/or technical support work experience
- At least 5 years additional work experience directly related to the duties of the job and/or completed higher education, including:
- Bachelor's degree in Information Systems, Computer Science, Computer Engineering, Software Engineering or related field, or equivalent relevant work experience
- Receipt of the appropriate government security clearance card applicable for your position
- Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen
Expectations
- 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
- Perform other responsibilities as assigned
- Willing to work additional or irregular hours as needed and allowed by local regulations
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated location(s)
California Pay Range: from $22.60 to $58.17 per hour; from $47,000 to $121,000 per annum. May be eligible for equity.
Colorado Pay Range: from $27.64 to $52.36 per hour; from $57,500 to $108,900 per annum. May be eligible for equity.
New York City Pay Range: from $28.22 to $55.24 per hour; from $58,700 to $114,900 per annum. May be eligible for equity.
Washington Pay Range: from $31.54 to $55.24 per hour; from $65,600 to $114,900 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Flexible paid time off (unlimited or accrued vacation and sick leave)
- Paid parental leave
- Employee Stock Purchase Plan
- Adoption assistance
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
About Us
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
Oracle is an Equal Employment Opportunity Employer *** . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
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