IT Support

About the Role

Oracle is seeking an IT Support professional to join their team.

Key Responsibilities

• Datacenter Services Operations
• Conduct end-to-end hardware installation and troubleshooting.
• Replace server components and upgrade servers.
• Implement designed and defined network communications and solutions, including cabling and networking equipment.
• Validate cabling, checking network environment build and connectivity, scripting to verify device connections and identify transmission errors, link errors, and bottlenecks.
• Troubleshoot to establish error-free connections.
• Technical Support and Trouble Shooting
• Monitor, review, and analyze ticket queues and system logs.
• Address non-routine incidents.
• Escalate complex or unresolved issues to senior technicians.
• Implement technical solutions within Service Level Agreements (SLAs).
• Document steps or resolutions.
• Safety and Compliance
• Adhere to established Standard Operating Procedures (SOPs) and Maintenance Operation Protocols (MOPs).
• Follow implemented required security controls.
• Ensure compliance with health and safety guidelines, including personal protection equipment (PPE), site access, and specific data site compliance.
• Continuous Improvement
• Facilitate training that aligns with corporate objectives.
• Adhere to SOPs and MOPs for operational Data Center Change Control processes.
• Identify repeating problems or trends and escalate issues.
• Analyze issues for repeating problems or trends.
• Collaboration, Vendor Relations, and Leadership
• Act as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
• Ensure internal teams are delivering quality services and meeting all SLAs.
• Contribute to quality assurance through process creation and review.
• Assist in the training of new or less experienced peers.
• Planning & Execution
• Independently manage work, monitoring timelines and deliverables.
• Prioritize work and adapt to resource or timeline shifts.
• Collaboration & Partnership
• Collaborate across teams to align on expectations and achieve shared objectives.
• Build and maintain an understanding of business, stakeholder, and/or customer needs.
• Problem Solving
• Independently identify and address standard and non-standard issues.
• Escalate more complex issues as appropriate.
• Analyze data and/or information from multiple sources to troubleshoot errors.
• Contribute to knowledge sharing and best practices.
• Continuous Learning
• Actively seek to build knowledge and new skills and/or tools.
• Stay current with industry trends and best practices.
• Leverage feedback and training to improve skills.
• Contribute to a culture of continuous learning and knowledge sharing.
• Continuous Improvement
• Develop and recommend updates to increase the efficiency and effectiveness of processes, protocols, and workflows.

Requirements & Tech Stack

• Hardware installation and troubleshooting
• Cabling
• Networking equipment
• Ticket queues
• System logs
• Service Level Agreements (SLAs)
• Standard Operating Procedures (SOPs)
• Maintenance Operation Protocols (MOPs)
• Security controls
• Health and safety guidelines
• Personal protection equipment (PPE)
• Resiliency, reliability, and availability risks
• Data Center Change Control processes
• Problem solving