Technical Support Analyst

3 weeks ago


Dublin, Dublin City, Ireland Oracle Full time

As a Support Engineer, you will be the technical interface to Oracle employees, for the resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact us through phone, chat or the ticketing system, and maintain high level of customer happiness while meeting guidelines (mostly through electronic means). Able to work with general mentorship from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, teamwork, or problem replication.

Career Level - IC2

Duties & Responsibilities:

First-level IT incident management including hands-on analysis diagnosis and remote resolution of desktop software/hardware problems over chat or the ticketing the system Problem management and creation of IT knowledge base documentation. New Hires Onboarding – deliver IT sessions/workshops Participate to IT global teams on selected technologies to support and handle the company's IT systems and services. IT support to Oracle events and Executives. Collaborating closely with third parties/suppliers to resolve technical issues.

Technical Skills Required:

Excellent technical support and solving skills in configuring, installing and supporting desktop/laptop computer hardware and software Proven expertise in supporting Mac OS and Windows 10/11 operating systems. Linux knowledge can be a plus Expertise using and supporting Microsoft Office suite of applications including Word, Excel, and Outlook. Drive Encryption knowledge: BitLocker can be a plus Expertise in using and supporting iOS and Android mobile platforms. Practical experience in systems and network management technologies; Printer administration

Soft Skills Required

Proficient in written and spoken English. Strong customer service skills. Presenting skills Excellent communications. Delivery oriented Ability to work independently and in a team environment Problem analysis and resolution skills; Quality-focused approach; work towards excellence

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