Data Center Field Support Specialist

An Oracle Data Center Technician will be the technical liaison between the technology teams and the Data Center Environment. You are able to troubleshoot and solve hardware issues. As a skilled troubleshooter on a wide range of technical environments and systems, you understand which issues to escalate to the appropriate resolver groups. You create and maintain documentation on hardware technologies you support. You understand all aspects of the equipment you support. You know how to innovate to best serve your clients but also know how to take direction when it is given, paying attention to all details involved. You would also be expected to improve some of the processes and introduce automation with aim towards simplification.

You are able to execute small projects on your own and work with your manager in planning and executing larger local projects. 

This position involves working on shift rota including standby.

Employment for all candidates is contingent upon satisfactory background checks

Role Responsibilities and Requirements

• Understand internal customer problem and provide technical solution in timely manner.
• Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware at Oracle data center and at customer’s premises
• System board level repair and fault diagnosis to SLAs
• Planning and commissioning new rack positions
• Structured cabling installation is a significant part of this position.
• Keep up with the latest technologies and apply them appropriately.
• Adherence to defined Health & Safety processes at all times.
• Working as part of a multi-disciplinary team without friction
• Additional on-premises work at customer locations 
• Available to travel in EMEA 

Is this the challenge you are looking for?  If you meet the above requirements, we want to talk to you.

 The candidate

• 2 or more years’ experience with onsite HW support in data centers
• Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
• Experience with data center equipment
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.
• Experience working in a “mission critical operations” environment.
• The position involves on-call which means you should have a driving license and be able to reach out to the Data Center or the customer (DRCC) site within 60 mins approximately.
• The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations.
• Strong adherence to processes and be a Process Champion 
• Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff.
• Experience providing client-facing, direct customer support and service.
• Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual.
• Highly service-oriented, reliable, responsible, self-motivated
• Good English command
• Fluent German

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.

Career Level - IC3