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April

Field Support Specialist 2

Oracle - Canberra, ACT

IT
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Field Support Specialist 2-21000J15

Applicants are required to read, write, and speak the following languages: English

Preferred Qualifications

As a member of the Oracle Support Services team, a Field Services Engineer (FSE) assumes full responsibility for the installation, service and repair of Oracle’s and other approved equipment.
Specific duties will include analysis, diagnosis and remediation of hardware and relevant software issues, and complete installation/de-installation of applicable product. Participation in customer review meetings and liaison with other lines of business is also required. They play a strategic role in maintaining and improving customer satisfaction, and are the eyes and ears to understand the sales implications of the activity in the data centre.
This person will be expected to work to, and deliver against, defined goals and objectives. They are required to be available for 7x24 on-call rotation duty and/or prearranged overtime schedules.

The field service engineer will operate in Canberra, Australia (ANZO). They will:
  • Execute break fix for existing customer base
  • Installation of new assets
  • Preventative maintenance of existing assets
  • Field change orders for existing assets
  • Customer paid engagements via ACS, e.g., 1Engineer (simple and complex), customer relocations, CRU, system admin functions (for remote system admin teams, e.g., OMCS)
Able to make decisions within authorised limits prescribed by supervisor and/or policy. Exercises independent judgement in selecting and interpreting information, handling deviations from standard methods and resolving difficulties.

Technical Knowledge
  • Excellent analytical and troubleshooting skills.
  • Architecture knowledge of Oracle’s systems and storage hardware or other similar equipment.
  • Solaris systems management.
  • Experience with Linux operating systems
  • Ability to work to escalation plans and escalation management tools.
  • Describe technical problems and understand documentation as required for analysis.
Essential Skills
  • Excellent customer facing skills.
  • Account Management skills.
  • Organisational and Time Management Skills.
  • Confrontation and Negotiation skills.
  • Stress Management Skills.
  • Oracle Product Knowledge, in order to satisfy customer and internal requirements.
  • Meeting planning skills, externally with customers, and internally within Oracle.
A field service engineer spends more than 80% of their time in the field servicing customers, partners and other Oracle divisions. The field service engineer liaises directly with customer ICs providing them with critical failure services and in times of crisis.

Detailed Description and Job Requirements

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.

Job: Support
Location: AU-AU,Australia-Canberra
Job Type: Regular Employee Hire
Organization: Oracle

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