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Senior Technical Analyst

3 months ago

Helena, United States Oracle Full time

Oracle Senior Technical Analyst Helena, Montana Apply Now As a member of the Support organization, your focus is to deliver post-sales Network support and solutions to the Oracle customer base while serving as an advocate for customer needs. As primary point of contact for customers, you will also be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. As a Network Senior Technical Support Engineer on the global Remote Hardware Support (RHS) team, you will offer customer-facing strategic technical support to assure the highest level of customer satisfaction. A primary focus is to utilize automated technology and instrumentation to diagnose, document, and remotely resolve and avoid customer issues. You are expected to be an expert member of the technical problem solving and avoidance team, routinely sought after to address complex critical customer issues. Responsibilities: Communicate with customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems as presented in Service Requests. Manage customer expectations and ensure timely delivery of high-quality resolution of technical issues focusing on root cause analysis and prevention. Educate and walk the customer through the problem-solving process. Adopt Oracle diagnostic methodology & procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs. Collaborate on cross-team and cross-product technical issues by working with resources from other groups. Research and study Oracle Network solutions, Engineered Systems, Networking and OCI technology and stay up to date on new releases and functionalities of related technologies to maintain product expertise. Contribute written articles to Oracle’s Solution Knowledge base. Detailed Job Requirements and Qualifications: Experience and solid Network analytical skills with Linux/Solaris/Unix, Ethernet Switches, and Cloud Network fundamentals. Network Education and Experience with: Network Topology, Subnets, Virtualization, DNS, DHCP, Routing, VPN, Firewall, Network Performance, TCP/IP Protocols, Interfaces, device drivers, Aggregation, DNS, NFS, Samba, SNMP, NAT, Gateway, Naming Services, Sendmail, Network Security, IPsec, Load Balancers, Routing Protocols. Experience with diagnostic tools: iperf, mtr, traceroute, dig, cURL, SSH, Wireshark, snoop, tcpdump, port mirroring, and others. Excellent problem-solving skills, with a strong bias for quality and engineering excellence. Ability to identify, analyze, diagnose and troubleshoot complex problems using appropriate tools under constraints. Excellent verbal and written English Language communication skills. We are looking for US candidates who live within driving distance of an Oracle campus. New Hires will be required to work, hybrid minimum, from the office for the first year. Candidate is expected to work a Tues through Saturday 8hr shift, during United States business hours, preferably East Coast business hours. Preferred Experience & Qualifications as a Plus: Experience in virtualization technologies; VMWare, Xen, KVM, Hyper-V and/or Solaris LDOM/Zones. Experience in public, private or Hybrid cloud like Oracle Cloud, AWS, Azure, Google Cloud, Rackspace, VMWare. Certification a plus: CCNA, Security, Network, AWS, Azure, OCI, System Administration in Unix/Linux/Solaris/Windows, VMWare, Openstack. Experience in C/C++ programming, bash shell, Python, Perl, Java or Ruby. Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. About Us: As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds. Oracle careers open the door to global opportunities where work-life balance flourishes. Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. #J-18808-Ljbffr