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    Technical Analyst 2-Support - Zapopan, México - Oracle

    Oracle
    Oracle Zapopan, México

    hace 6 días

    Oracle background
    Descripción

    Qualification/RequirementsMinimum 3 years of relevant experience working as IT Service Desk analyst level 2+
    • Willingness to work weekends (flex scheduling)
    • Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)
    • Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):
    • MS Exchange Clients
    • Cloud Infrastructure and Concepts
    • IT Security and Data Protection
    • Powershell
    • Network
    • Linux/Unix OS
    • ONE or more proven skills in the following areas: (preferred skills):
    • Devops
    • Agile Methodologies
    • ITIL/ITSM
    • Python
    • Java
    • Oracle APEX
    • SQL
    • PHP
    • etc.
    • 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
    • Experience working on ticketing tsystems
    • Ability and willingness to work in an environment providing 24x7x365 support
    • Position based in
      Guadalajara , Mexico (is required to work from our office location)
      Responsibilities:
    • Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat
    • Perform remote troubleshooting through diagnostic techniques
    • Provide the best solution based on the issue and details provided by end user
    • 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
    • Strictly Adhere to SLAs and procedures
    • 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
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