Technical Analyst 4-Support

Job Description

About the team...

The Executive Support Services Team operates in a fast-paced, customer-focused environment, providing 24x365 concierge-level technical support to Oracle's executives. Our team is dedicated to enhancing executive productivity by delivering innovative, real-time solutions-leveraging the latest hardware, software, and AI technologies. We are committed to the highest standards of service, with a strong focus on security and the proactive adoption of new tools to keep executives ahead.

As a member of the Executive Support Services Team, you will provide expert IT support in a dynamic environment. Onsite you will have responsibilities to ensure successful setup and configuration of network and A/V devices required to host critical events. Advanced knowledge is required in macOS (preference of Windows as a secondary OS) along with O365, and modern collaboration tools. You will also focus on security, encryption, and networking, with hands-on experience in enterprise software (e.g., Cybereason, BitLocker, FileVault2, VNC, VPN), and administration of Call Manager, Exchange, Azure AD, O365, Zoom, and Slack.

The ideal candidate should possess the following skills:

• Proven expertise in Apple products and Windows OS, with rapid adaptability to new technologies and features
• Demonstrated executive-level (C-Suite) support experience, ideally within the tech sector or a managed service provider
• Administrative proficiency in Call Manager, Exchange, Azure AD, O365, Zoom, and Slack
• Dedicated to delivering world-class, concierge-level support with a focus on executive productivity
• Excellent communicator across all levels and channels-email, Slack, text, phone, video, and in person
• Highly self-motivated, detail-oriented, adaptable, and effective in fast-paced, dynamic environments
• Deep understanding of Microsoft Windows, Apple macOS, and Microsoft productivity tools
• Skilled in installation, configuration, and troubleshooting across multiple operating systems
• Extensive IT customer service and executive support experience in corporate settings
• Advanced knowledge of connectivity, internet security, and endpoint protection solutions

Responsibilities

• Deliver 24x7x365 end-point and end-user support for executive clients
• Troubleshoot executive endpoint issues with a focus on iOS and macOS while staying up-to-date with latest upgrades and security patches
• Rapidly identify and resolve issues leveraging administrative expertise with Call Manager, Exchange, Azure AD, O365, Zoom, and Slack
• Perform diagnostic testing, repair, and replacement of faulty hardware; manage ordering of replacement parts as needed
• Act as liaison between executives and service owners or suppliers, coordinating resolution of escalated support issues
• Install, configure, upgrade, and troubleshoot required applications, ensuring optimal executive computing environments
• Support executive deployment of security profiles and corporate images via Unified Endpoint Management tools
• Resolve software and hardware security compliance and risk management issues for executives
• Provide technical issue resolution through multiple channels: in person, email, phone, chat, and video conferencing
• Lead projects to enhance hardware, software, video, or other technologies supporting executives
• Develop and publish user-focused training documentation to facilitate knowledge sharing and productivity

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for 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.
Career Level - IC4

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.