Field Support Specialist 3 at Oracle

Job Description:

Latest Job Information from Company Oracle as position Field Support Specialist 3. If Job Vacancy Field Support Specialist 3 in Malaysia matches your criteria, please send your latest application/CV directly through the latest and most updated job site Jobkos.

Every job may not be easy to apply for, because as a new candidate / prospective employee must meet several qualifications and requirements according to the criteria sought by the Company. Hopefully the career information from Oracle as the position Field Support Specialist 3 below matches your qualifications.

A Field Support Specialist is responsible for providing the first line of field system support that includes hardware, software and networking to customers and field personnel on-site at datacenter or remotely and bringing technical issues to resolution as quickly as possible in a structured way and increasing effectiveness of root cause analysis and action plans for assigned engage­ments by working together with Field, Remote Phone Support and Engineering teams.

The role involves significant communication at all levels internally and with customers when managing resolution of crisis and requires customer facing and management skills and be the subject matter expert for a specific product range and understand service processes and systems tools to be able to identify and solve a wide range of problems. Ensure a high level of customer satisfaction and achievement of service level agreements through the effective delivery of technical support and aiding to customers and Oracle engineers during the incident management process.

Work in a preventive way to avoid re-occurrence of technical issues through the development of technical recommendations for the field team, knowledge content creation/sharing and ensuring an early notification mechanism is in place for issues on the assigned products and technologies.

Expected to travel to customer sites (fly and fix, customer follow up on issues like RCA and action plans, technical recommendations, etc) and perform 7x24 duty shift when required.

Requirements:

• Fluent in English, both oral and written.
• 3+ years working knowledge in customer service environment of hardware product range, product installation and break/fix maintenance support, and resolving technical problems on customer HW, networking or SW infrastructure.
• Industry recognized certification/technical qualification or have a degree in Computer Science, information systems or equivalent work experience.
• Excellent communication skills to provide clear and accurate technical recommendations, root causes, reports, and ability to speak confidently, communicate clearly in a virtual environment and to interact professionally with a diverse group of customers and staff.
• The position has a physical component requires the ability to lift to 25 kg and may require working in cramped spaces or elevated locations.
• Experience in IT Infrastructure support and server administration in a mid-sized environment or in data center M&E equipment
• Strong Adherence to process and being a process champion.
• Being the subject matter expert for a special product range and ability to work productively in remote cross-functional teams or resourcefully and independently as an individual.
• Experienced on analytical & problem-solving techniques and have a proactive approach to solve things in an innovative way.
• Experience providing client-facing, direct customer support and service.

Desired Data Center experience

• Knowledge of data center design, including electrical and cooling plant & and operation thereof.
• Airflow management (hot aisle, cold aisle, containment, etc.).
• Rack, and stack equipment including commissioning of new racks.
• Strong structured cabling skills on fiber & and copper (e.g. looming, term & test).

Desired systems & and hardware expertise

• Systems administration (Linux and/or Windows Servers)
• Hardware repair, diagnosis & break/fix
• Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
• IT Hardware Concepts (RAID, SAN, x86] architecture, SCSI, FC, ethernet, iLO)
• Base Operating System Installs and Configuration
• Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.

Career Level - IC3

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. 

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing 

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. 

• Acts as a technical expert for Oracle Cloud Hardware products. Actively contri­butes in the diagnosis and problem resolution by working together with the Technical Support Centre and product engineering to ensure continuity and a consis­tent service delivery.
• Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Works primarily at customer sites.
• Contribute to create knowledge content in key areas where possible and continuous improvement of systems support delivery processes and tools.
• Understand all systems products and in-depth knowledge of specific products or platforms to stay abreast with latest technologies, drive new product introduction (NPI) as expert matter. 
• Develop best practices that allow problem avoidance and/or mitigation and pro­actively help to define mechanisms for detection common or well-known issues to better manage escalations.
• Actively pursue ways of reducing issues by understanding why they occurred (lesson learned) and what can be done to prevent them from happening again.
• May provide onsite or remote support and guidance to field/datacenter engineers during problem investigation and resolution if needed and be able to identify and solve a wide range of problems in timely manner.
• Participate in site planning and the installation, monitoring, maintenance, support, and optimization of all production server hardware, networking, and tools/software of Cloud datacenter infrastructure.
• Process root cause analysis and produce post Morten and customers facing report for complex issues and critical situations assigned to them.
• Available to travel across JAPAC or EMEA datacenter to provide onsite aid to builds and participation in the regional standby rotation.

Career Level - IC3

Job Info:

• Company: Oracle
• Position: Field Support Specialist 3
• Work Location: Malaysia
• Country: MY

How to Submit an Application:

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