September 24, 2024

Oracle

FULL TIME

Support Technician I

Oracle Cerner is elated to hire a Support Technician. As a Support Technician you will, serve as the first line investigate and resolve client problems received via phone, ticket or other electronic means. In this role, you will recognize when to escalate issues by using applicable monitoring and troubleshooting tools, provide exceptional customer service in person, via phone and email, as appropriate. Your responsibilities also include, performing troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally. You will also, research and use a knowledge base of information to quickly understand and diagnose issues. Additionally, you will adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements.
Career Level - IC0

VERY GOOD COMMUNICATION SKILLS & PHONE ETIQUETTES.
Good knowledge of Windows & Mac OS.
Good Knowledge of Deskopt Support
Good knowledge of MS office.
Minimum 1 year of experience working in technical support.
Must be willing to work in US Shifts.

Good to have:

Preferred neutral accent.
Call handling skills (proper escalation & ownership of call etc).
Proven track record for identifying and quickly resolving a wide variety of Windows/MAC/SCCM/Azure/Citrix/VMWare/Exchange Online/Network/Software & Hardware issues

Ability to install & troubleshoot windows/MAC Operating Systems, VM, Citrix and Exchange.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: Windows, SCCM, Citrix, Active Directory accounts, Printer issues, Software & Hardware issues etc. Handle incoming calls by analyzing the issue and following appropriate Knowledge Base articles to implement necessary fixes. Document case notes in the ticket tracking system and escalate incidents when appropriate. Work is semi-routine in nature. Support may be delivered via phone or electronic channels like web and position will work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.