Job Description

　　Analysts respond to inquiries on chat, phone, web tickets, video and face to face evaluating and resolving issues relating to IT equipment, applications and office infrastructure. They provide technical support for any aspect of the information systems unit, including system hardware, operating systems, applications, video, voice and networks. Oracle IT-Support personnel have a deep understanding of the company products and extensive experience in troubleshooting, helping customers solve technical issues usually by remote diagnosis in a timely manner.

　　In addition, this position will act as onsite IT point of contact for Oracle Employees based in Sao Paulo, Brazil. Providing face to face support, regular training sessions on IT Services & Products, administering the purchase and delivery of hardware, supporting local IT Infrastructure and collaborating on local project execution.

　　An Oracle IT-Support Analyst must have real technical expertise in order to be able to help the customer, work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise.

　　Job Responsibilities

　　Serve as the first point of contact for employees seeking technical assistance over standard support channels (Chat, Phone, VideoConference, Face to face)

　　Perform remote troubleshooting through diagnostic techniques

　　Provide the best solution based on the issue and details provided by end user

　　Collaborate with others to resolve complex issues

　　Provide hands on/remote support on IT project execution.

　　Maintenance of IT Office infrastructure including, Telecom rooms, network circuits, cabling, network devices, UPS, Printes, Video Conference, Phone and conference room devices.

　　Repair damaged or faulty hardware, replace computer parts as needed, perform diagnostic testing on fault hardware, order all needed replacement computer parts. Serve as liaison between Oracle and hardware vendors on all covered/warranty issues.

　　Perform operating system install/upgrades, including applying security patches, updating operating system modules and components, installing bug fixes, and updating virus protection software; optimize and fine-tune all operating system installations for optimal performance, speed and network throughput.

　　Install and configure all required applications; research and troubleshoot problems relating to these applications; upgrade all software applications as needed.

　　Manage, procure and deliver hardware for internal customers.

　　Provide regular training sessions to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers.

　　Strictly Adhere to SLAs and procedures

　　Identify and suggest possible improvements on procedures.

　　Qualification/Requirements :

　　Relevant experience in an IT service support environment

　　Strong interest in technology, hands on experience supporting customers and IT infrastructure, agility at learning new products and features, along with strong experience on end user devices.

　　Should have excellent communication skills English/ Portuguese (Oral & Written). Spanish is a plus.

　　Position based in Sao Paulo, Brazil (is required to work from our office location).

　　Ability to diagnose and resolve general technical issues (on Windows, macOS, Linux)

　　Good analytical skills to troubleshoot and fix hardware, windows and applications issues

　　Ability to provide end to end remote support by any standard channel (Chat, Phone, Video, Face to face).

　　Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction.

　　Strong communication skills that let you converse as freely and comfortably with small to medium groups as with individual customers. Team player.

　　Able to work independently and efficiently to meet deadlines.

　　Self-motivated, detail-oriented and organized.

　　Ability and willingness to work in an environment providing 24x7x365 support

　　Education :

　　BS or equivalent

　　Related experience and/or training; or equivalent combination of education and experience

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

　　* Which includes being a United States Affirmative Action Employer