Solaris and Network Support Technical Engineer

Career level

Entry (0-2 years), Middle (2-5 years)

Spoken languages

English


Qualifications


This position is for Solaris and Network domain that is part of Global Support Service organization (GSS). As a member of the system support organization, your focus is to deliver post-sales support of Solaris operating System product, to the Oracle global customer base while serving as an advocate for customer needs. This involves resolving post-sales technical customer Service Requests via electronic and phone means, as well as, technical questions regarding the use of and trouble shooting of Solaris Operating System product.


Essential functions

  • Collaborate with colleagues on identifying product defects and driving them to resolution following Oracle's support processes
  • Close cooperation with other Technical Support groups to resolve highly complex interoperability issues.
  • Work with Oracle's Product Engineering groups if needed.
  • Participate in the early hour-of-day coverage as well as late hour-of-day coverage as warranted.
  • Participate in the rota for weekend cover.
  • Display and maintain high level of professionalism all times.
  • Provide post-sales Solaris and/or networking support to Oracle customers
  • Display and maintain high level of professional behavior at all times.
  • Assist in ensuring Oracle Services meet Customer Satisfaction goals.
  • Work shift patterns including Weekend rota 
  • Provide problem isolation and resolution.
  • Create knowledge documentation as necessary to assist with possible future problem resolution.
  • Act as an interface with Support, Sales and Professional Services organizations to ensure proper support delivery is available for customer needs.
  • Ensure proper implementation of Corporate programs and processes.
  • Work closely with all levels of customer and external engineers and management on the most complex problems.
  • Perceived by customers to be the highest level of technical support Oracle Services has to offer
  • Prioritize workload and advance technical problems where appropriate to the next level of expertise
  • Effectively prioritize and manage personal list of outstanding customer queries.

Preferred Knowledge and Experience:

  • Good understanding of the concepts of system architectures, operating systems.
  • Knowledge of Linux/Solaris.
  • Broad knowledge on additional Oracle products and third party ones.
  • Understanding of Operating system performance analysis.
  • Knowledge of file systems
  • Understanding of Sun's Hardware and Software architecture.
  • Ability to read and understand source code.
  • Positive attitude to a support role.
  • Good team player and communicator working in a global environment.
  • Self motivated working style.
  • Skills in troubleshooting, and problem resolution.
  • Good customer interaction and organizational skills.
  • Excellent verbal and written English Language communication skills.
  • Additional languages is a plus.
  • At least 3 of the following Solaris / Linux technologies:
    enstack
    Zones
    racle VM Server for Sparc ( former known as LDOM'
    Installation technologies ( Liveupgrade, Patching, Archives, Image Packaging System, Automated Installer ) 
    Printing / CUPS
    Service Management Facility
    ZFS 
    Ability to write and understand shell script and c-code
  • Solaris 11 knowledge and certification is an Advantage