2nd Level Support Engineer (German)

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Angajator: Oracle
Domeniu:
  • Inginerie
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 13.02.2018
    Remote work: On-site
    Scurta descriere a companiei

    Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
    Our mission is to transform our world for the better through innovative technologies.

    Cerinte

    • Excellent 2nd Level Software / Application and systems support experience in a helpdesk environment.
    • Experience of supporting/administering SQL Server 2000 or above.
    • Experience of supporting Java Application is not mandatory but is great plus for candidate
    • Experience of supporting Microsoft Windows Operating Systems.
    • Ability to effectively explain technical issues to non-technical users and peers.
    • Ability to work in Team and share knowledge
    • Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
    • Excellent written and verbal communication skills
    • Experience in Retail System Software
    • Knowledge MS Office and MS System


    • Good Knowledge in MS SQL Server and Query
    • Good Knowledge in JAVA is a benefit
    • Basic/Advanced Knowledge of Network
    • Basic/Advanced Knowledge of Operating Systems
    • Language Required English and Italian/Dutch/French/German/Hungarian/Greek/Spanish/Portuguese or Swedish.
    • Convey passion for Clients, Colleagues, Partners and Identify and opportunities for collaboration in a professional way with other teams to achieve company goals and customer satisfaction.

    Responsabilitati

    The candidate effectively perform several functions:

    • Provides an excellent 2nd Level Support to the other team and to the Customer Ticket receive, Customer call pass-through by the other team for a priority issue.
    • Take the ownership of all ticket assigned
    • For all the ticket escalated keep all colleague and people involved in the situation until the solution
    • Share expertise on Troubleshooting to help colleague and increase knowledge in team
    • Become an expert user of Retail Software support to assure a proper support to the customer
    • Identify and replicate software bugs, and raise with internal/external Software Development teams.
    • Produce technical/procedure documentation for the use by the Software Support Team, 1st / 2nd Level Support.
    • Identify opportunities for improvement in Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager.
    • Work as part of a team and also on own initiative.
    • Research and update knowledge system using available information resources
    • Follow Global and Standard help desk procedures
    • Log all help desk interactions for each ticket or situation manage
    • Identify and escalate to Management the situations requiring urgent attention and may be a potential issue before customer escalation
    • Prepare activity reports for a discussion in case of On Site Meeting with the customers
    • Keep up to date with Software Release, Customer Customization and through self-learning
    • Demonstrate a proactive approach to prioritizing assigned workload and resolving incidents

    Alte informatii

    For this role the candidate work together with the Help Desk 1st Level Software Support, to solve the issue or the incident escalate from this Team.Also can be interface and approach to the Development Team to explain, detail the issue for a correct understanding and fix by Development Team.
    The incident and the issue must be managed by respect the polices process.

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