Technical Analyst 2-Support
Oracle
Guadalajara/Zapopan, Mexico
hace 7 horas

Preferred Qualifications

Experience Required

A candidate should have 2-3 years network experience. 1 to 2 years of OS (Solaris, Window.,etc), 1-2 years NOC experience. A successful candidate should have attention to detail, will handle 80% of escalations that are sent from Tier 1.

Main Responsibilities

  • Provide customer service and support for a global remote managed services delivery team

  • Must be able to work on and expedite various escalations from Tier 1 as well perform follow-up customer service by documenting all actions in the Customer incident ticket

  • Document in a knowledge-base all steps taken to resolve this incident which will then be used by tier 1 staff for future remediation of incidents. The candidate must be able to focus on accuracy to resolve challenging issues within time constraints

  • Be able to work cooperatively with Tier 3 engineers to both analyze and document all remediation actions

  • Responsibilities will include serving as first escalation point for Tier 1 ControlCenter analysts for any customer incident identified during that work schedule

  • Escalation may include O/S( UNIX and Windows), application as well Network incidents

  • The Candidate should also be able to perform with some assistance from Tier 3 the following Customer Change Management requests: Patch installs , application installs , monitoring configuration changes as well as router, OS upgrades and system reboots

  • Additional tasks may include preparation work for service reviews, identifying and gathering information for specific customer problems . Gathering information in event management to be used to adjust event thresholds and identify performance degrading trends.

  • Inscribirse
    Añadir a los favoritos
    Eliminar de mis favoritos
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación