IT Support
eeho.fa.us2.oraclecloud.com/CX · Abilene, TX, United States ·
- Category
- Support
Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Conducts end-to-end on-site hardware installation, removing and troubleshooting hardware without disturbing critical infrastructure, and configurations, collecting customer solution sign-offs.
-Replaces server components and upgrades servers for existing customer base, with limited supervision, receiving feedback through the process.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Implements designed and defined network communications and solutions, including cabling and networking equipment, independently, coaching and mentoring others on organizational initiatives.
-Validates cabling, checking network environment build and connectivity is established, scripting to verify that devices are connected and free from transmission errors, link errors, and bottlenecks, and problem solving to establish error free connections.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Monitors, reviews, and analyzes ticket queues and system logs and/or console alarm error messaging assigned environments, addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians.
-Implements technical solutions to enhance and/or trouble the system within Service Level Agreements (SLAs), and documents steps or resolutions involved in maintaining the environments.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules/or data center site, and signs-off.
-Follows implemented required security controls.
-Utilizes working knowledge to ensure compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
Continuous Improvement:
-Helps facilitate training that aligns with corporate objectives.
-Adheres to SOPs and MOPs for operational Data Center Change Control processes.
-Identifies repeating problems or trends, escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
-Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
-Acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
-Ensures that internal teams are delivering quality services and that all SLAs are being met.
-Begins to contribute to quality assurance through process creation and review and assists in the training of new or less experienced peers.
Core Responsibilities
Planning & Execution:
-Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Collaboration & Partnership:
-Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Problem Solving:
-Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.
Continuous Improvement:
-Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $74,100 to $148,300 per annum. May be eligible for bonus and 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.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.