Field Support Specialist 3

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Oracle A tiempo completo
Field Support Specialist G8N

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

Preferred Qualifications

Propósito del cargo.

Responsable de proporcionar la primera línea de soporte en sitio que incluye hardware, software, aplicaciones de software y de redes para clientes y personal de campo en sitio en los clientes o remotamente.


Responsabilidades.
Proporcionar soporte técnico post-venta en sitio para SR's/tareas reactivas y proactivas.
Ejecutar servicios de instalación para nuevos equipos que sean requeridos.

Asistir al grupo de soporte global, como ingeniero de campo, para el diagnostico y solución de fallas usando herramientas de diagnostico de Oracle.

Registro del trabajo realizado en GSI. Documentar las tareas asignadas en sus diferentes estados en el sistema de gestión de tareas.
Diligenciar y hace firmar el reporte de Servicio al cliente.
Ayudar a la realización de revisiones de soporte técnico en sitio.
Trabajo en equipo para apoyar la operación 7x24.
Proporcionar formación y tutoría para los nuevos ingenieros.
Ayudar al nuevo Field Support Specialist para aclarar dudas técnicas y el proceso de utilización de las herramientas.
Ayudar a supervisar la gestión de satisfacción al cliente, relacionada con el apoyo en sitio.
Trabajar en conjunto con el grupo de soporte telefónico para la solución de fallas reportadas por los clientes.

Realizar la atención de las tareas de campo asignadas por los Ingenieros del Centro de Soporte Global, de acuerdo con la programación de turnos establecida para el área.

Asistir a la Gerencia, según sea requerido, para monitorear y resolver asuntos relacionados con satisfacción de clientes específicos.

Provee un alto nível de la satisfacción del cliente, a través de la entrega efectiva de los programas de servicio y soporte técnico.

Capaz de identificar y resolver una amplia gama de problemas.
Cumplimiento de los procedimientos vigentes para el proceso.
Debe lograr que su proceso genere y proporcione las salidas previstas.
Estar siempre enfocadas en cumplir los requisitos y las necesidades del cliente.
Generación de acciones correctivas en el momento que sea necesario.
Abordar los riesgos y oportunidades cuando sea necesario y generar las acciones a las que haya lugar.

Perfil del cargo.

Formación Básica:

Profesional en Ingeniería de Sistemas, electrónico o eléctrico o experiência equivalente exigida en Junior o Senior.

Formación Complementaria:

Debe tener un rol de líder de proyecto.
Experiência en manejos de casos reactivos o de misión critica.

Certificación en Solaris Admin, Networking o Security o experiência en manejo de casos reactivos o de misión crítica o en soporte.

Preferiblemente conocimiento en plataforma de almacenamiento tipo SAN, NAS y Backup.
Preferiblemente dominio de inglés.
Preferiblemente con Postgrado.
Como miembro del equipo provee dirección y coaching a otros.

Experiência:
Al menos de 3 a 8 años de experiência.

Detailed Description and Job Requirements
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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.

Job:
Support

Travel:
Yes, 25 % of the Time

Location:
CO-CO,Colombia-Bogota

Job Type:
Regular Employee Hire

Organization:
Oracle

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