Technical Analyst 4-Support

About the team…

The Executive Support Services Team is a fast paced, customer experience-oriented team that offers you the opportunity to enhance productivity by providing concierge level technical help to Oracles executives through 24x365 support. We are a very dynamic organization that is frequently innovating with the latest hardware and software technology. Team members are expected to embrace the highest-quality service values which are deliverable in real time.

As an Executive Support Services Team member, you will provide IT Support in a fast-paced dynamic environment . You should have advanced knowledge in two or more operating systems (Microsoft Windows, Apple macOS, and Linux). O365, and other collaboration products along with security, encryption, networking, and various other common enterprise software (i.e. Cybereason, BitLocker, FireVault2, VNC, VPN). In addition you should have administrative experience with: Call Manager, Exchange, Azure AD, O365, Zoom and Slack.

The ideal candidate should possess the following skills:

• Proven expertise in technology, particularly Apple products, and agility at learning new products and features, along with the Windows OS expertise
• Administrative experience with: Call Manager, Exchange, Azure AD, O365, Zoom and Slack.
• Ability to deliver a world class concierge level customer support experience and to be passionate about improving executive productivity
• Skilled at communicating effectively across all employee levels and different mediums: email, Slack, text, phone, video conferencing, and in face-to-face situations (written and verbal)
• Proven ability to self-motivate, work in teams, be detail oriented, meet deadlines and be flexible within a face-paced and changing environment
• Demonstrate a deep understanding of Microsoft Windows operating system, Apple operating system, and Microsoft productivity tools
• Candidate should have expertise in the installation, configuration, and troubleshooting each operating system
• Previous IT customer services/executive support experience in a corporate environment
• Advanced knowledge of connectivity concepts, internet security and antivirus software

Career Level - IC4

Essential Duties and Responsibilities include, but are not limited to:

• Providing 24x7x365 client end-point services and end-user support
• Utilize administrative experience to quickly identify and resolve issues with: Call Manager, Exchange, Azure AD, O365, Zoom and Slack.
• Performing diagnostic testing on faulty hardware, repair damaged or faulty hardware, replace computer parts if needed, order all needed replacement computer parts.
• Serve as a liaison between Oracle executives and service owner resolving groups, or laptop suppliers, on support issues requiring escalated attention
• Troubleshooting executive endpoint issues using advanced knowledge of operating system upgrades and security patches, their impact, optimization steps, and sound troubleshooting methodology
• Installing and configuring required applications; ability to research and troubleshoot problems relating to these applications; upgrading all software applications as needed
• Assisting executives in deploying security profiles and corporate base image using Unified Endpoint Management tools and other deployment tools
• Help executives resolve software and hardware security compliance and risk management conflicts
• Providing client support and technical issue resolution in person, via email, phone, and/or electronic means (chat, video conferencing)
• Lead on projects geared to improve hardware, software, video, or other technologies for the executive environment
• Develop and publish training documentation created from the perspective of the customer or support team to share knowledge and increase productivity
• Support Zoom and other video client platforms for successful executive meetings and use an analytical approach to resolving issues when they arise
• Provide training in the use of system and application s including best practices to increase understanding and boost productivity
• Using advanced knowledge of Apple iOS, Android, and Windows mobile client device products to resolve executive issues
• Skilled in analyzing issues, assess risk, and develop creative solutions
• Develop strategies for resolving identified issues and how to prevent future occurrences
• Helping with Problem Management – Analyze, detect, report, and prevent repetitive issue patterns or problems
• Assess risks and benefits of any proposed root cause solutions
• Perform light lifting up to 40lbs when necessary
• Promoting and living up to our OCI Organizational Culture and Values