Technical Analyst 3-Support

The IT-Support team provides internal-facing technical assistance for Oracle employees on a 24x7x365 basis. Our team members utilize deep technical knowledge and extensive experience in troubleshooting to evaluate and resolve a wide variety of employee-facing hardware, software and network related issues. We primarily work with customers via chat while also interacting over phones/video and in-person at our global TechBar locations to resolve issues and minimize employee downtime. In addition to resolving specific customer issues, our team also works closely with service owners to identify and drive resolution to any large-scale issue that may have a broader impact within Oracle. 

We are seeking a highly motivated IT Support Analyst that can operate from our Nashville office as a point of contact, responsible supporting local and remote employees. The ideal candidate will have extensive knowledge of computer (Apple and Windows) hardware and software, great customer service, possess extensive experience in providing information technology support in a fast-paced environment while following industry trends.

This job may require working on projects and while continuously staying up to date with industry trends. While office work is required, there is potential for remote work as well, up to 20% of the time. 

Career Level - IC3

Demonstrated expertise of Microsoft Windows Operating Systems, Apple Operating Systems, and Microsoft Office products.  Candidate should have the ability to install, configure and troubleshoot each operating system.

• Troubleshoot and repair hardware and software on Apple & Windows computers and peripherals.
• Perform imaging / re-imaging end user Apple / Windows computers.
• Knowledge of Windows mobile client devices, and Apple iOS products a plus
• Knowledge of internet security and antivirus software
• Xcode, Apple Scripting, or other scripting languages a plus
• JAMF Certified, MCSE or other certifications a plus.
• Mandatory ability to communicate effectively with management, peers, and customers, via email, phone and in face-to-face situations (written and verbal)
• Point of contact for employees seeking technical assistance over chat or ticketing system.
• Capable to work both independently and within a team environment.
• Perform local and remote troubleshooting through diagnostic techniques.
• Provide accurate information on IT products or services.
• Collaborate with others to resolve complex issues.
• Research un-resolved issues to the next level of support team
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Monitor the ticketing queues and work on the aging tickets.
• Research solutions using available information resources.
• Stay current with system information, changes and updates.
• Ability to work onsite at minimum of 4 days a week from Nashville, TN office.

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 $21.59 to $60.63 per hour; from $44,900 to $126,100 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 factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than