Field Support Specialist

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

 

Career Level - IC2

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.

Candidate Requirements

• Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience
• Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
• Experience with data center M&E equipment
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
• Experience working in a “mission critical operations” environment
• The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately
• The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
• Ability to speak confidently and to communicate clearly in a virtual environment
• Strong adherence to processes and be a Process Champion
• Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
• Experience providing client-facing, direct customer support and service.
• Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
• Highly service-oriented, reliable, responsible, self-motivated

 Data Center experience

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

Systems & 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.

Role Responsibilities and Requirements

• Act HW as support expert liaison to other technical teams & non-technical teams (e.g.: networking, compute, compliance, business operations)
• Understand internal customer problems and provide technical solutions in a timely manner
• Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
• System board level replacements and fault diagnosis to SLAs
• Planning and commissioning new rack positions
• Structured cabling installation is a significant part of this position
• Keep up with the latest technologies and apply them appropriately
• Adherence to defined Health & Safety processes at all times
• Working as part of a multi-disciplinary team without friction
• Additional on-premise work at customer locations may be required

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $27.02 to $54.13 per hour; from $56,200 to $112,600 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding fac