Support engineer with Oracle

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Employer: Luxoft Romania
Domain:
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.08.2014
    Remote work: On-site
    Short company description

    About Luxoft
    Luxoft, a DXC Technology Company (NYSE: DXC), is a digital strategy and software engineering firm providing bespoke technology solutions that drive business change for customers the world over. Acquired by U.S. company DXC Technology in 2019, Luxoft is a global operation in 44 cities and 23 countries with an international, agile workforce of nearly 18,000 people. It combines a unique blend of engineering excellence and deep industry expertise, helping over 425 global clients innovate in the areas of automotive, financial services, travel and hospitality, healthcare, life sciences, media and telecommunications. DXC Technology is a leading Fortune 500 IT services company which helps global companies run their mission critical systems. Together, DXC and Luxoft offer a differentiated customer-value proposition for digital transformation by combining Luxoft’s front-end digital capabilities with DXC’s expertise in IT modernization and integration. Follow our profile for regular updates and insights into technology and business needs.
    ​​​​​​​Luxoft Romania has been established since 2001. We currently have approximately 2500 employees working from different locations in the country.

    Requirements

    - Should have worked as Technical support engineer in Contact Center domain
    - Strong knowledge on Oracle 10/11G, Redhat Linux, SQL and Shell scripting, LDAP - these technical skills are necessary for analyzing & debugging the reported issues
    - Experience with Rational ClearQuest or similar defect tracking system.
    - Should have used debugging tools for quick resolution of customer issues
    - Experience working with global support teams/customers
    - Ability to partner with local and remote team members to create and review proposals, identify and manage issues and risks
    - Excellent written and verbal communication skills, should possess excellent logical and analytical skills

    Responsibilities

    As part of a multi-national team (USA, India) you will provide L2 support for the BI (Business Intelligence) solution existing in a Contact Center eco-system.

    As CPE (customer product escalation) support engineer you will be responsible with investigation of PEA (product escalation association) tickets created by the L1 engineers. This investigation involves analyzing/ debugging activities on customer's equipment, communication with end customer facing support engineers (L1) and with R&D team. The result of issue analysis is either a request to the level below (R&D) if the cause is a bug in the application or providing a workaround/ solution if not. For the 2nd case the engineers has at his disposal a knowledge base that contains workarounds/ solutions for various causes.

    Other info

    Nice to have skills:
    - Experience with Agile methodologies
    - Sun Certified Java Programmer Certification preferred
    - OCP certifications preferred
    - Avaya certifications
    - CCNA certification

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