Technical Support Engineer – Italian – 24/7

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"Oracle is filled with people who, when just meeting their own internal standards of achievement, astonish other people."
- Larry Ellison, Chief Executive Officer

Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers - including 100 of the Fortune 100 - representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 110,000 global employees - including 30,000 developers working full-time on Oracle products - are critical to that success. For more information about Oracle, visit oracle.com.

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Cerinte

• One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
• Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry
An ideal candidate would have primary skills including an education in electronics and/or mechanical engineering. In addition, a strong understanding of storage SANs, operating systems, and tape storage and backup applications is desired.

Some other desired knowledge and experience areas include:
• Excellent telephone etiquette.
• Fluent written and spoken English required.
• Proficiency written and spoken Italian required.
• Effective time management skills
• Knowledge, Understanding & Experience working within Service Level Agreements (SLA)
• Effective work prioritization skills to ensure highest level of customer service and timely response
• Effective team player
• Knowledge of Oracle SPARC server products is a plus.
• Ability to learn and integrate new technologies in a fast-paced environment
• Highly developed troubleshooting skills
• Hands-on and remote troubleshooting experience with server and storage products, hardware and software, system level troubleshooting skills and or system administration skills (Solaris, Linux, etc.)
• Experience with one or more of the following is a plus: Oracle Servers; Networking technologies; Operating Systems: Solaris, Linux; Heterogeneous platforms skills

Responsabilitati

BRIEF DESCRIPTION:

As a member of the Support organization, your focus is to deliver telephone based post-sales technical support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a primary point of contact for customers, you are responsible for facilitating customer relationships by providing first class support focusing on restoring system availability quickly and effectively.

The position requires English language as a default and Italian in addition.

DETAILED JOB DESCRIPTION:

• Customer service excellence is key, as you provide both Hardware and Software support on Oracle Sun SPARC Servers.
• Able to accept and validate incoming technical problems within response times as well as understanding impact and severity.
• Escalate calls to the appropriate level, in a timely manner
• Able to provide technical action plans to the field and set proper expectations.
• Inputs and edits accurate technical and other relevant information into case management tools, ensuring current status is recorded.
• Responds to technical aliases and other knowledge sharing forums.
• Should initiate and review formal and informal knowledge assets.
• Involves shift work based on Business needs – 24/7