Technical Analyst 4-Support

About the team…

The Executive Support Services Team is a fast paced, customer experience-oriented team that offers you the opportunity to enhance productivity by providing concierge level technical help to Oracles executives through 24x365 support. We are a very dynamic organization that is frequently innovating with the latest hardware and software technology. Team members are expected to embrace the highest-quality service values which are deliverable in real time.

As an Executive Support Services Team member, you will provide IT Support in a fast paced dynamic environment . You should have advanced knowledge in two or more operating systems (Microsoft Windows, Apple macOS, and Linux). O365, and other collaboration products along with security, encryption, networking, and various other common enterprise software (i.e. Cybereason, Bitlocker, FireVault2, VNC, VPN). In addition you should have administrative experience with: call manager, exchange, Azure AD, O365, Zoom and Slack.

 

The ideal candidate should possess the following skills:

• Proven expertise in technology, particularly Apple products, and agility at learning new products and features, along with the Windows OS expertise
• Administrative experience with: call manager, exchange, Azure AD, O365, Zoom and Slack.
• Ability to deliver a world class concierge level customer support experience and to be passionate about improving executive productivity
• Skilled at communicating effectively across all employee levels and different mediums: email, Slack, text, phone, video conferencing, and in face-to-face situations (written and verbal)
• Proven ability to self-motivate, work in teams, be detail oriented, meet deadlines and be flexible within a face-paced and changing environment
• Demonstrate a deep understanding of Microsoft Windows operating system, Apple operating system, and Microsoft productivity tools
• Candidate should have expertise in the installation, configuration, and troubleshooting each operating system
• Previous IT customer services/executive support experience in a corporate environment
• Advanced knowledge of connectivity concepts, internet security and antivirus software

Career Level - IC4

Qualifications:

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 locations only

US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 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, market conditions and locations, 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 US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Responsibilities:

Essential Duties and Responsibilities include, but are not limited to:

• Providing 24x7x365 client end-point services and end-user support
• Utilize administrative experience to quickly identify and resolve issues with: call manager, exchange, Azure AD, O365, Zoom and Slack.
• Performing diagnostic testing on faulty hardware, repair damaged or faulty hardware, replace computer parts if needed, order all needed replacement computer parts.
• Serve as a liaison between Oracle executives and service owner resolving groups, or laptop suppliers, on support issues requiring escalated attention
• Troubleshooting executive endpoint issues using advanced knowledge of operating system upgrades and security patches, their impact, optimization steps, and sound troubleshooting methodology
• Installing and configuring required applications; ability to research and troubleshoot problems relating to these applications; upgrading all software applications as needed
• Assisting executives in deploying security profiles and corporate base image using Unified Endpoint Management tools and other deployment tools
• Help executives resolve software and hardware security compliance and risk management conflicts
• Providing client support and technical issue resolution in person, via email, phone, and/or electronic means (chat, video conferencing)
• Lead on projects geared to improve hardware, software, video, or other technologies for the executive environment
• Develop and publish training documentation created form the perspective of the customer or support team to share knowledge and increase productivity
• Support Zoom and other video client platforms for successful executive meetings and use an analytical approach to resolving issues when they arise
• Provide training in the use of system and application s including best practices to increase understanding and boost productivity
• Using advanced knowledge of Apple iOS, Android, and Windows mobile client device products to resolve executive issues
• Skilled in analyzing issues, assess risk, and develop creative solutions
• Develop strategies for resolving identified issues and how to prevent future occurrences
• Helping with Problem Management – Analyze, detect, report, and prevent repetitive issue patterns or problems
• Assess risks and benefits of any proposed root cause solutions
• Perform light lifting up to 40lbs when necessary
• Promoting and living up to our OCI Organizational Culture and Values
  • Put Customer First – When faced with a choice between what is easy for us and what is good for executives, customers win every time
  • Act Now, Iterate – We move quickly but deliberately, and we iterate towards a better solution
  • Nail the Basics – We recognize that the path to advanced solutions always runs through the basics
  • Expect and Embrace Change – We embrace change as an opportunity for growth and greater success
  • Take Risks, Remain Clam – We recognize that learning from our failures is part of our path to success
  • Don't be a Jerk – We treat each other with dignity. We seek understanding by listening before we speak
  • Own Without Ego – We take responsibility for the state of our team, our products, and ourselves. We never say, “That's not my job.”
  • Earn Trust, Give Trust – We build trust by communicating openly and transparently. We give trust easily, and we recognize that trusting each other is essential to our success
  • Take Pride in Your Work – We identify work that needs to be done to achieve our team goals. We take responsibility for either changing our work or changing ourselves when we don't find pride in our work

 

Education:

• BS, BA, or equivalent experience
• Six or more years of related experience, training, or equivalent combination of education and experience

 

Preferred Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are generally representative of the knowledge, skill, and/or ability required and are subject to change as the technical scope evolves. Additional desired technical qualifications include:

• 6 years IT work experience preferred in a corporate support environment
• Previous support experience in a similar role desired
• Completion of IT related technical certification(s) or technical program(s)
• Advanced knowledge of Apple and Windows devices
• Expertise supporting Apple iOS, Android and Windows mobile client device products to help employees resolve issues
• Administrative experience supporting: call manager, exchange, Azure AD, O365, Zoom and Slack.
• Experience in Zoom Room installation, maintenance, and support
• Knowledge of Oracle software product installations
• Project Management / Support methodologies experience (i.s. PMP, ITIL, DevOps)
• Ability to present to and address large audiences (trainings, updates)

Salary : $32 - $68