Job Description

　　L2 Customer Technical Support Analyst - MICROS - Simphony/Ebusiness

　　Location: Orlando, FL or Columbia, MD highly preferred

　　No visa sponsorship is available for this position.

　　As a member of the Support organization, the focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for our customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and fix for our Electronic Support Services. As the main point of contact for customers, it is our responsible to facilitate customer relationships with Support and provide advice and assistance to internal Oracle employees on diverse customer situations and advanced issues.

　　We provide 2nd line support globally for our F&B Hospitality applications. We primarily will be supporting Simphony POS systems and Oracle Hospitality Reporting and Analytics but will also need to be familiar with the systems that it works with (RES 3700, e7, 9700) along with Payments and API.

　　• Setup labs for testing and reproducing issues / defects.

　　• Ensure familiarity with new releases as they become available.

　　• Be familiar with and implement the latest configuration, installation, training and support standards and procedures.

　　• Assist in training and supporting new staff on the MICROS product suites and associated interfaces.

　　• Liaise with domain authorities in Sustained Engineering, R&D and Cloud Operations.

　　• Work with the customers to ensure that contractual service expectations are exceeded.

　　• Perform other duties as requested or as deemed appropriate by the management.

　　Responsibilities

　　In this role, the main focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for our customer needs. You will field and resolve post-sales non-technical customer inquiries via phone and electronic means and technical matters regarding the use of and fix for our Electronic Support Services. As a main point of contact for our customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

　　You'll need to be:

　　• Required to read, write, and speak the following languages - English & Spanish a bonus

　　• Willingness to work a flexible schedule Monday-Sunday.

　　• Able to work overtime and holidays as requested.

　　• Willing to work with a wide variety of customers.

　　• Willing to be contactable on an on-call basis after-hours by mobile phone.

　　What we LIKE to see:

　　• 2-3+ years’ experience installing/configuring/supporting/administering Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony).

　　• Experience / understanding of working in a data center.

　　• Degree or equivalent experience in a technical field.

　　• Knowledge of food and beverage management procedures.

　　• 2+ years’ F&B experience.

　　• Previous experience in supporting alternative hospitality software products.

　　What we LOVE to see!

　　• 2+ years database experience (Oracle, MySQL) - Should be confident in writing / reading complex SQL queries and update statements.

　　• Working knowledge of Networks, PCs and resolving installation issues.

　　• Experience working with virtual machines (VMWare, Oracle Virtualbox).

　　• Familiarity of current operating systems.

　　• Previous technical support or help desk experience.

　　• Good social skills..

　　• Personable, customer-facing demeanor.

　　• Knowledge of common help desk and ticketing solutions.

　　• Experience working with multi-functional teams.

　　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 United States only

　　Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 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 offers a comprehensive benefits package which includes the following:

　　Medical, dental, and vision insurance, including expert medical opinion

　　Short term disability and long term disability

　　Life insurance and AD&D

　　Supplemental life insurance (Employee/Spouse/Child)

　　Health care and dependent care Flexible Spending Accounts

　　Pre-tax commuter and parking benefits

　　401(k) Savings and Investment Plan with company match

　　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.

　　11 paid holidays

　　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.

　　Paid parental leave

　　Adoption assistance

　　Employee Stock Purchase Plan

　　Financial planning and group legal

　　Voluntary benefits including auto, homeowner and pet insurance

　　Email of Internal Contact

　　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 United States only

　　Hiring Range: from $21.15 to $42.93 per hour; from $44,000 to $89,300 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 offers a comprehensive benefits package which includes the following:

　　Medical, dental, and vision insurance, including expert medical opinion

　　Short term disability and long term disability

　　Life insurance and AD&D

　　Supplemental life insurance (Employee/Spouse/Child)

　　Health care and dependent care Flexible Spending Accounts

　　Pre-tax commuter and parking benefits

　　401(k) Savings and Investment Plan with company match

　　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.

　　11 paid holidays

　　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.

　　Paid parental leave

　　Adoption assistance

　　Employee Stock Purchase Plan

　　Financial planning and group legal

　　Voluntary benefits including auto, homeowner and pet insurance

　　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