1st Level Retail Software Systems Analyst - German

Employer: Oracle
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 05.04.2018
    Short company description

    Explore Oracle and become our next great hire!

    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.

    Requirements

    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)

    Responsibilities

    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.