Technical Analyst 3-Support

The IT-Support team provides internal-facing technical assistance for Oracle employees on a 24x7x365 basis. Our team members utilize deep technical knowledge and extensive experience in troubleshooting to evaluate and resolve a wide variety of employee-facing hardware, software and network related issues. We primarily work with customers via chat while also interacting over phones/video and in-person at our global TechBar locations to resolve issues and minimize employee downtime. In addition to resolving specific customer issues, our team also works closely with service owners to identify and drive resolution to any large-scale issue that may have a broader impact within Oracle.

We are seeking a highly motivated IT Support Analyst that can operate from our Seattle office as a point of contact, responsible supporting for 3,500+ local and remote employees. The ideal candidate will have extensive knowledge of computer (Apple and Windows) hardware and software, great customer service, possess extensive experience in providing information technology support in a fast-paced environment while following industry trends.

This job may require working on projects and while continuously staying up to date with industry trends. While office work is required, there is potential for remote work as well, up to 20% of the time.

• Demonstrated expertise of Microsoft Windows Operating Systems, Apple Operating Systems, and Microsoft Office products. Candidate should have the ability to install, configure and troubleshoot each operating system.
• Troubleshoot and repair hardware and software on Apple & Windows computers and peripherals.
• Perform imaging / re-imaging end user Apple / Windows computers.
• Knowledge of Windows mobile client devices, and Apple iOS products a plus
• Knowledge of internet security and antivirus software
• Xcode, Apple Scripting, or other scripting languages a plus
• JAMF Certified, MCSE or other certifications a plus.
• Mandatory ability to communicate effectively with management, peers, and customers, via email, phone and in face-to-face situations (written and verbal)
• Point of contact for employees seeking technical assistance over chat or ticketing system.
• Capable to work both independently and within a team environment.
• Ability to travel to setup hardware, and troubleshoot issues at other local Oracle offices (up to 25% of time)
• Perform local and remote troubleshooting through diagnostic techniques.
• Provide accurate information on IT products or services.
• Collaborate with others to resolve complex issues.
• Research un-resolved issues to the next level of support team
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Monitor the ticketing queues and work on the aging tickets.
• Research solutions using available information resources.
• Stay current with system information, changes and updates.
• Ability to work onsite at minimum of 4 days a week from Seattle, WA office.