SENIOR SUPPORT/DATACENTER TECHNICIAN

Job Purpose Responsible for providing first-line support for OCI data centers and, when necessary, on-premises customer locations.
This includes hardware, software, applications, and network support remotely and in person.
Experience Minimum +5 years working in IT environments; Minimum + 5 years of experience / Knowledge / Linux Desirable +4 years of experience in data centers.
Desirable +2 year of experience in handling and implementing Structured Copper/Fiber Cabling and connectivity testing.
Desirable experience or basic knowledge in electrical and/or cooling systems concepts within the data center.
Understanding of Datacenter and IT hardware concepts.
Networking fundamentals (DNS, TCP/IP, routing, etc.).
Experience handling reactive or mission-critical cases in post-sale support and production environments.
Requires proficiency in English.
Authority and Decision Making Largely execute their role within policies and procedures.
The position's duties are varied and complex, utilizing independent judgment.
May have the leading role in projects.
As an individual leader and team member, provide direction and guidance to others.
Basic Education.
Professional in Systems Engineering, electronics, and electrical; bachelor degree in computer science, Information Systems, or equivalent work experience.
Desirable Certifications CDCTP® - Certified Data Center Technician Professional.
CNIT®- Certified Network Infrastructure Technician.
Career Level - IC3 Responsibilities Provide post-sale technical support on-site to carry out reactive and proactive tasks.
Perform installation services for new equipment as required.
Serve as a field engineer for the global support group or OCI, diagnosing and resolving data center hardware and network infrastructure issues using ORACLE's diagnostic tools.
Record work performed in internal systems.
Document and progress assigned tasks through their various states in the ticket management system.
Complete and have the customer service report signed when applicable.
Installation or dismantling of racks, including data center equipment stacks, such as servers, network devices, wiring infrastructure, monitoring systems, powering up, and handing over servers to internal provisioning teams.
Monitor data center environments using tools or "walk-through" routines among racks.
Dismantle data center hardware.
Work in a team to support 24x7 operations.
Provide training and mentoring for new engineers.
Assist with onboarding new technicians in clarifying technical doubts and the process of using tools.
Assist in monitoring customer satisfaction management related to on-site support.
Collaborate with the telephone or remote support group to resolve faults customers report.
Monitor and respond in a ticket issuance environment used and monitored by multiple teams and internal service owners of ORACLE OCI.
Attend to field tasks assigned by the Engineers of the Global Support Center or OCI, according to the shift schedule established for the area.
Maintain the inventory process, request spare parts, and return defective parts as needed.
Efficiently implement structured cabling tasks, labeling, and troubleshooting of fiber/copper/telecommunications cables.
Capable of following a standard technical operating procedure (SOP/MOP).
Support on-call activities at the OCI Data Center when applicable.
Assist Management, as required, to monitor and resolve issues related to specific customer satisfaction.
Provide a high level of customer satisfaction through the effective delivery of service and technical support programs.
Capable of identifying and solving a wide range of problems.
Ensure that their process generates and provides the expected outputs.
Always focused on meeting customer requirements and needs.
Generate corrective actions when necessary.
Address risks and opportunities when necessary and generate appropriate actions.
They should be able to complete small projects independently and work with their manager on planning and completing larger local projects.
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Disclaimer.
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.
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