1st Level Retail Software Systems Analyst - German
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With more than 420,000 customers - including 100 of the Fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.
Currently counting over 4100 employees in the Bucharest and Iasi offices, Oracle Romania has been prominently listed as one of the „Most Desired Employers” in the local market over the last 6 years, including the top rank for the past 3 years.
Oracle is a key contributor globally to IT education through its Oracle Academy Program. Oracle Academy currently supports 664 institutions and over 52,000 students in Romania. In 2016 we are training 200 teachers in Java Fundamentals and Java Programming.
Beside key administrative functions for customers, partners and Oracle organizations, Romania is also home for core development centers and teams helping customers to realize successful IT projects. To name a few:
Oracle Product Development
Oracle Advanced Customer Support
Oracle Software Support Services
Oracle Sales Consulting Center
Oracle is constantly recruiting for a variety of departments, looking for talented candidates with both technical and non-technical background. The ideal candidate would be the one with high potential and ability to learn and adapt quickly to a fast changing, innovative and demanding environment. If you’re looking for insight into life at Oracle, explore our culture, or want to join the social conversation, check out our Oracle Facebook Community.
Mandatory Skills/ Job Specifications:
1¬ - 2 years previous experience in IT or Corporate Support environment
Fluency in German (both written and verbal) >minimum required level B2, ideal C1
Fluency in English (both written and verbal) > minimum required level B2
Team Player Mentality
Solid Professional Attitude
Technical Troubleshooting Skills
Proven remote support know-how
Customer orientated Communication Skills
Availability to work in normal and late shifts (night shifts not required)
Availability to work in weekend shifts (2 per month – compensated as overtime or free day)
Essential Functions / Responsibilities:
Log and manage support requests received via telephone and email from external customers, within the specified time Provide remote technical software support to clients
Classify and make an initial assessment of incidents/service requests
Analyze problems/situations, and understand problem impact on client business
Extensively troubleshoot and document cases and provide L1 resolutions
Route all L1 non solvable incidents/service requests to the appropriate level support, based on agreed service levels
Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners, this includes providing and testing hardware
Track incidents on all channels and provide Monitoring coverage of the client systems
Support on site technicians by till installation and set up
Follow and contribute to the extension of the project knowledge base instructions
Identify opportunities for improvement in Oracle Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
Ensure agreed Incident handling SLAs are respected
Nice to have:
Experience of working within a similar support role, ideally within the retail sector
Specialized know how on Windows, Network, Databases
Understanding of SQL Database and Linux platforms
Understanding of how Networks work
Technical Degree or equivalent studies
Good to know:
Multicultural environment - team based in Bucharest, Iasi & Berlin
Possibility to extend the knowledge in the IT Industry
Shifts avoid traffic peak hours
We take care of each member of in our team through diverse benefits, including:
Recognition and rewards proportional to performance
Attending technical training
Access to an enormous array of learning resources like different learning platforms (Lynda, Safari Books and other)
Top-tier medical insurance
Having a real impact while doing what you love
Job Description created in collaboration with team members & hiring manager.