Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 3 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.). Additional desired qualifications include:

• Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps).
• Knowledge of Windows, Mac and Linux operating systems and mobile devices.
• Knowledge of Microsoft Office Suite, Confluence, Jira, Slack, and Endpoint Solutions.
• Basic network troubleshooting.
• Should be capable of multitask.
• Strong customer skills and customer oriented.
• Should have excellent communication skills English/Spanish (Oral & Written).
• Should be smart, enthusiastic and a good team player.
• Working knowledge of a Ticketing System (Jira Service Management).
• Ability and willingness to work in an environment providing 24x7x365 support.
• Ability to work during any 5 days (Workdays: Saturday to Wednesday) for supporting our customers during the weekend. 
• Position is based in Mumbai, India  (required to work from our office locations).

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the phone, chat or in-person support.
• Provide direction in the use of resources and applications to Oracle employees, referring them to knowledge-based articles and online resources for more in-depth answers.
• Install, configure, and support workstation software, hardware, and printers.
• Implement applications and software upgrades and troubleshoot any performance issues.
• Troubleshoot system and network problems, diagnose, and solve hardware or software faults.
• Analyze issues, identify vulnerabilities and ways to improve efficiency and accuracy, and develop creative solutions.
• Serve as liaison between Oracle employees and laptop vendors to address and resolve hardware issues.
• Collaborate with others to resolve complex issues.
• Identify and suggest possible improvements on procedures.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Participate in the testing and evaluation of new technology.