IT Support

Oracle•Published 1 days ago•First seen 1 days ago

Conducts end-to-end hardware installation and troubleshooting. Validates cabling, and problem solving to establish error free connections. Monitors, reviews, and analyzes ticket queues addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians. Helps facilitate training that aligns with corporate objectives. Acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.

Qualifications

Minimum Job Qualifications
Education and/or Experience:
8 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Bachelor's Degree in Computer Science, Information Systems, or related field AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience.

OR

Master's Degree in Computer Science, Information Systems, or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Doctorate in Computer Science, Information Systems, or related field

Job Skills:
Same skills as prior level plus;
Technical Leadership: Demonstrated ability to provide technical leadership.
Network Support: Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
IT Infrastructure/Server Trouble Shooting Experience:
3 years of experience in IT infrastructure, data center services, or server administration.

Preferred Job Qualifications
Education and/or Experience:
8 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Bachelor's Degree in Computer Science, Information Systems, or related field AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Master's Degree in Computer Science, Information Systems, or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Doctorate in Computer Science, Information Systems, or related field.
IT Infrastructure/Server Trouble Shooting Experience:
4 years of experience in IT infrastructure, data center services, or server administration.
Cloud Environment (Hyperscale) Experience :
3 years of experience in hyperscale cloud environments.
Certifications:
Data Center or Cloud Industry Certifications.

Responsibilities

Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Conducts end-to-end on-site hardware installation, removing and troubleshooting hardware without disturbing critical infrastructure, and configurations, collecting customer solution sign-offs.
-Replaces server components and upgrades servers for existing customer base, with limited supervision, receiving feedback through the process.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Implements designed and defined network communications and solutions, including cabling and networking equipment, independently, coaching and mentoring others on organizational initiatives.
-Validates cabling, checking network environment build and connectivity is established, scripting to verify that devices are connected and free from transmission errors, link errors, and bottlenecks, and problem solving to establish error free connections.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Monitors, reviews, and analyzes ticket queues and system logs and/or console alarm error messaging assigned environments, addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians.
-Implements technical solutions to enhance and/or trouble the system within Service Level Agreements (SLAs), and documents steps or resolutions involved in maintaining the environments.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules/or data center site, and signs-off.
-Follows implemented required security controls.
-Utilizes working knowledge to ensure compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
Continuous Improvement:
-Helps facilitate training that aligns with corporate objectives.
-Adheres to SOPs and MOPs for operational Data Center Change Control processes.

-Identifies repeating problems or trends, escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
-Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
-Acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
-Ensures that internal teams are delivering quality services and that all SLAs are being met.
-Begins to contribute to quality assurance through process creation and review and assists in the training of new or less experienced peers.

Core Responsibilities
Planning & Execution:
-Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Collaboration & Partnership:
-Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Problem Solving:
-Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.
Continuous Improvement:
-Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

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