Technical Support Analyst

Columbia, MD
Nov 29, 2022
Dec 01, 2022
Full Time
*Location: Hybrid role (20% onsite, 80% remote) in Columbia, MD or Orlando, FLIn this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.What You'll Do:Provide 2nd line support globally for F&B Hospitality applications. Primarily will be supporting Simphony POS systems and Oracle Hospitality Reporting and Analytics but will also need to be familiar with the systems that it interfaces with (RES 3700, e7, 9700).Setup labs for testing and reproducing issues / defects.Ensure familiarity with new releases as they become available.Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures.Assist in training and supporting new staff on the MICROS product suites and associated interfaces.Liaise with subject matter experts in Sustained Engineering, R&D and Cloud Operations.Work with the customers to ensure that contractual service expectations are exceeded.Perform other duties as requested or as deemed appropriate by the management.You'll need to be:Willing to work overtime and holidays as requested.Willing to work with a wide variety of cultures.Willing to be contactable on an on-call basis after-hours by mobile phone.What we Like to see:Minimum 2-3 years' experience installing/configuring/supporting/administering Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony).Experience / understanding of working in a data center.Degree in a technical field.Knowledge of food and beverage management procedures.Minimum two years' F&B experience.Previous experience in supporting alternative hospitality software products.What we LOVE to see:Minimum 2-3 years database experience (Oracle, mySQL) - Should be confident in writing / reading complex SQL queries and update statements.Working knowledge of Networks, PCs and troubleshooting installation issuesExperience working with virtual machines (VMWare, Oracle Virtualbox)Familiarity of current operating systems.Previous technical support or help desk experienceStrong communication skillsCustomer focused attitudeKnowledge of common help desk and ticketing solutionsExperience working with cross functional teamsGreat troubleshooting skillsVisa sponsorship is not available for this position.