We seek an experienced individual for the Des Moines area to provide field service break-fix support that includes hardware, software, software applications, and networking. Support specifications may include product installation and maintenance.
Job description displayed in the job posting
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. There is an on-call rotation, and work shifts may vary based on workload/systems availability. Work is performed primarily at customer sites.Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred
Career Level - IC2
Responsibilities displayed in the job posting
Candidate Requirements
- Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience
- Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
- Experience with data center M&E equipment
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
- Experience working in a “mission critical operations” environment
- The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately
- The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
- Ability to speak confidently and to communicate clearly in a virtual environment
- Strong adherence to processes and be a Process Champion
- Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
- Experience providing client-facing, direct customer support and service.
- Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
- Highly service-oriented, reliable, responsible, self-motivated
Data Center experience
- Basic knowledge of data center design, including electrical and cooling plant & operation thereof
- Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
- Rack, and stack equipment, including the commissioning of new racks
- Strong structured cabling skills on fibre & copper (e.g looming, term & test)
Systems & hardware expertise
- Systems administration (Linux and/or Windows Servers)
- Hardware repair, diagnosis & break / fix
- Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
- IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
- Base Operating System Installs and configuration
- Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
Role Responsibilities and Requirements
- Act HW as support expert liaison to other technical teams & non-technical teams (e.g.: networking, compute, compliance, business operations)
- Understand internal customer problems and provide technical solutions in a timely manner
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
- System board level replacements and fault diagnosis to SLAs
- Planning and commissioning new rack positions
- Structured cabling installation is a significant part of this position
- Keep up with the latest technologies and apply them appropriately
- Adherence to defined Health & Safety processes at all times
- Working as part of a multi-disciplinary team without friction
- Additional on-premise work at customer locations may be required
Qualifications displayed in the job posting
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $27.02 to $54.13 per hour; from $56,200 to $112,600 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
