Oracle
About the team….
The Executive Support Services Team is a fast paced, customer experience-oriented team that offers you the opportunity to enhance productivity by providing concierge level technical help for Oracles executives 24x7x365 support. We are a very dynamic organization that is frequently innovating with the latest hardware and software technology. Team members are expected to embrace high-quality service values which are deliverable in real time.
As an Executive Support Services Team, you will provide IT Support in a fast-paced dynamic environment. You should have advanced knowledge of two or more Operating Systems (Apple, Microsoft Windows, and Linux), the Microsoft Office Suite and other collaboration products along with security, encryption, networking, and various other common productivity software (i.e., McAfee, Cybereason, BitLocker, VNC, Zoom).
The ideal candidate should possess the following skills:
- Proven expertise in technology, particularly Apple products, and agility at learning new products and features, along with Windows PC expertise
- Ability to deliver world class concierge level customer support experience and to be passionate about improving executive productivity
- Ability to communicate effectively across all employee levels, via email, phone, video conferencing and in face-to-face situations (written and verbal)
- Demonstrate ability to self-motivate, work in teams, be detailed oriented, meet deadlines and be flexible within a fast-paced and changing environment
- Demonstrate a deep understanding 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
- Previous IT customer service/executive support experience in a corporate environment
- Advanced knowledge of connectivity concepts, internet security and antivirus software
Essential Duties and Responsibilities include, but are not limited to:
- Providing 24 x 7 x 365 client end-point services and end-user support
- Performing diagnostic testing on faulty hardware, repair damaged or faulty hardware, replace computer parts if needed, order all needed replacement computer parts. Serve as liaison between Oracle executives and service owner resolving group, or laptop suppliers on support issue requiring escalated attention
- Troubleshooting executive endpoint issues using advanced knowledge of operating system upgrades and security patches, their impact, optimization steps, and sound troubleshooting methodology.
- Installing and configuring required applications; ability to research and troubleshoot problems relating to these applications; upgrading all software applications as needed
- Assisting executives in deploying security profiles and corporate base image using Unified Endpoint Management tools and other deployment tools
- Help executives resolve software and hardware security compliance and risk management conflicts
- Providing client support and technical issue resolution in person, via email, phone, and/or other electronic means (chat, video conferencing, Oracle Social Network)
- Lead on projects geared to improve hardware, software, video, or other technologies for the executive environment
- Support Zoom and other video client platforms for successful executive meetings and use an analytical approach to resolving issues when they arise
- Providing training in the use of system and applications include best practices to increase understanding and boost productivity
- Using advanced knowledge of Apple iOS, Android, and Windows mobile client device products to resolve executive issues
- Skilled in analyzing issues, assess risks, develop creative solutions, and assess risks. Develop strategies for resolving identified issues and how to prevent future occurrences
- Helping with Problem Management – Analyze, detect, report, and prevent repetitive issue patterns or problems. Assess risks and benefits of any proposed root cause solutions
- Perform light lifting 40lbs when necessary
- Promoting and living up to our OCI Organizational Culture and Values:
- Put Customers First – When faced with a choice between what is easy for us and what is good for executives, customers win every time.
- Act Now, iterate – We move quickly but deliberately, and we iterate toward better solution.
- Nail the Basics – We recognize that the path to advanced solutions always runs through the basics.
- Expect and Embrace Change – We embrace change as an opportunity for growth and greater success.
- Take Risks, Remain Calm – We recognize that learning from our failures is part of our path to success.
- Don’t Be a Jerk – We treat each other with dignity. We seek understanding by listening before we speak.
- Own Without Ego – We take responsibility for the state of our team, our products, and ourselves. We never say, “That’s not my job.”
- Earn Trust, Give Trust – We build trust by communicating openly and transparently. We give trust easily, and we recognize that trusting each other is essential to our success.
- Take Pride in Your Work – We identify work that needs to be done to achieve our team goals. We take responsibility for either changing our work or changing ourselves when we don’t find pride in our work.
Education:
- BS, BA, or equivalent experience
- Six or more years of related experience, training, or equivalent combination of education and experience
Preferred Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are generally representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include:
- 6+ years IT work experience preferred in a corporate support environment
- Previous support experience in a similar role desired
- Completion of IT related technical certification(s) or technical program(s)
- Advanced knowledge of Apple and Windows devices
- Expertise supporting Apple iOS, Android, and Windows mobile client device products to help employees resolve issues
- Experience in Zoom Room installations, maintenance and support
- Knowledge of Oracle software product installations
- Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps)
- Ability to present to and address large audiences (trainings, updates)
About the team….
The Executive Support Services Team is a fast paced, customer experience-oriented team that offers you the opportunity to enhance productivity by providing concierge level technical help for Oracles executives 24x7x365 support. We are a very dynamic organization that is frequently innovating with the latest hardware and software technology. Team members are expected to embrace high-quality service values which are deliverable in real time.
As an Executive Support Services Team, you will provide IT Support in a fast-paced dynamic environment. You should have advanced knowledge of two or more Operating Systems (Apple, Microsoft Windows, and Linux), the Microsoft Office Suite and other collaboration products along with security, encryption, networking, and various other common productivity software (i.e., McAfee, Cybereason, BitLocker, VNC, Zoom).
The ideal candidate should possess the following skills:
- Proven expertise in technology, particularly Apple products, and agility at learning new products and features, along with Windows PC expertise
- Ability to deliver world class concierge level customer support experience and to be passionate about improving executive productivity
- Ability to communicate effectively across all employee levels, via email, phone, video conferencing and in face-to-face situations (written and verbal)
- Demonstrate ability to self-motivate, work in teams, be detailed oriented, meet deadlines and be flexible within a fast-paced and changing environment
- Demonstrate a deep understanding 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
- Previous IT customer service/executive support experience in a corporate environment
- Advanced knowledge of connectivity concepts, internet security and antivirus software
Essential Duties and Responsibilities include, but are not limited to:
- Providing 24 x 7 x 365 client end-point services and end-user support
- Performing diagnostic testing on faulty hardware, repair damaged or faulty hardware, replace computer parts if needed, order all needed replacement computer parts. Serve as liaison between Oracle executives and service owner resolving group, or laptop suppliers on support issue requiring escalated attention
- Troubleshooting executive endpoint issues using advanced knowledge of operating system upgrades and security patches, their impact, optimization steps, and sound troubleshooting methodology.
- Installing and configuring required applications; ability to research and troubleshoot problems relating to these applications; upgrading all software applications as needed
- Assisting executives in deploying security profiles and corporate base image using Unified Endpoint Management tools and other deployment tools
- Help executives resolve software and hardware security compliance and risk management conflicts
- Providing client support and technical issue resolution in person, via email, phone, and/or other electronic means (chat, video conferencing, Oracle Social Network)
- Lead on projects geared to improve hardware, software, video, or other technologies for the executive environment
- Support Zoom and other video client platforms for successful executive meetings and use an analytical approach to resolving issues when they arise
- Providing training in the use of system and applications include best practices to increase understanding and boost productivity
- Using advanced knowledge of Apple iOS, Android, and Windows mobile client device products to resolve executive issues
- Skilled in analyzing issues, assess risks, develop creative solutions, and assess risks. Develop strategies for resolving identified issues and how to prevent future occurrences
- Helping with Problem Management – Analyze, detect, report, and prevent repetitive issue patterns or problems. Assess risks and benefits of any proposed root cause solutions
- Perform light lifting 40lbs when necessary
- Promoting and living up to our OCI Organizational Culture and Values:
- Put Customers First – When faced with a choice between what is easy for us and what is good for executives, customers win every time.
- Act Now, iterate – We move quickly but deliberately, and we iterate toward better solution.
- Nail the Basics – We recognize that the path to advanced solutions always runs through the basics.
- Expect and Embrace Change – We embrace change as an opportunity for growth and greater success.
- Take Risks, Remain Calm – We recognize that learning from our failures is part of our path to success.
- Don’t Be a Jerk – We treat each other with dignity. We seek understanding by listening before we speak.
- Own Without Ego – We take responsibility for the state of our team, our products, and ourselves. We never say, “That’s not my job.”
- Earn Trust, Give Trust – We build trust by communicating openly and transparently. We give trust easily, and we recognize that trusting each other is essential to our success.
- Take Pride in Your Work – We identify work that needs to be done to achieve our team goals. We take responsibility for either changing our work or changing ourselves when we don’t find pride in our work.
Education:
- BS, BA, or equivalent experience
- Six or more years of related experience, training, or equivalent combination of education and experience
Preferred Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are generally representative of the knowledge, skill, and/or ability required and are subject to change as technical scope evolves. Additional desired technical qualifications include:
- 6+ years IT work experience preferred in a corporate support environment
- Previous support experience in a similar role desired
- Completion of IT related technical certification(s) or technical program(s)
- Advanced knowledge of Apple and Windows devices
- Expertise supporting Apple iOS, Android, and Windows mobile client device products to help employees resolve issues
- Experience in Zoom Room installations, maintenance and support
- Knowledge of Oracle software product installations
- Project Management / Support methodologies experience (i.e., PMP, ITIL, DevOps)
- Ability to present to and address large audiences (trainings, updates)