Field Support Specialist 3

Responsible for providing the first line of on-site field system break-fix support and installations that includes hardware and software. Interfacing with other parts of the organization to complete work according to the provided action plans. Perform install, cable, configure, maintain servers and other infrastructure components to achieve high availability and performance of the Oracle Cloud environment. Provide site coverage for dedicated cloud at customer or multi cloud sites. 

Provides a high level of customer satisfaction through the effective delivery of technical onsite support and installations. This will include break-fix tasks, hardware product and software installations, site planning, problem escalation and managing installations.

Support Data center activities in Oracle Cloud environment which includes rack and stack, cabling work, server hardware and other appliances deployment/decommission, inventory management controls (Scanning, reconciliation), troubleshoot offline/downed server issues, manage inbound/outbound shipping tickets, etc         

Understands service processes and options. 

Able to solve the problems for products where training has been completed and to create action plans to drive further analysis when increased work experience has been gained. 

Assists in developing, reviewing, and implementing hardware installation plans.

Works primarily at customer sites or data centers. 

May need to be able to travel at short notice - short term, within region, potentially globally. 

Requires a 7x24-hours commitment to participate in the regional/country standby rotation program or shift work. 

Note: This candidate must be a Singapore Citizen as part of the job scope require to perform onsite work at Secured Government Data centers.

Ideally the candidate should possess

• Minimum 5 years working in customer support services in Data Center environment resolving technical problems on customer Hardware and Software infrastructure required. 
• College diploma or university degree and an Industry standard certification/technical qualifications a plus or proven equivalent technical industry experience. 
• Working knowledge of hardware product range (server, storage, network devices), product installation and break/fix maintenance support. Experience with Oracle hardware will have an advantage.
• Hands-on hardware and software troubleshooting experience.
• Proven customer management support skills, analytical and problem-solving abilities.
• Able to communicate technical updates & relevant trouble-shooting diagnostics, including resolution information.
• Ability to present ideas in business-friendly and user-friendly language.
• Self-driven individual with good oral and written communication skills in local language and English, able to provide clear and accurate reports for out-of-line situations.
• Ability to remain focused under pressure.
• This role is open to Singaporeans only
• This role will involve the successful applicant working on government projects which may require security clearance being obtained and maintained as a condition of employment. Candidates applying for this role must be willing to provide necessary personal details for the application and maintenance of necessary security clearance.

Career Level - IC3