Job Description

The main responsibility is to provide IT support to NSGBU employees, with a special attention to Product and CloudOps, located in Manila office and nearby area. This includes solving and fixing issues of hardware such as laptops, desktops, phones, printers and peripherals and also software problems related to Operating systems, Microsoft applications and NetSuite specific tools and services. The daily job consists of working with IT ticketing system, chat and emails and support users on site but also remotely. Network and VPN/zero trust solution (Banyan) issues belong to most frequent problematic nowadays. It is a must to follow timelines and service levels agreed with business owners, promote standard methodologies like proper documentation and knowledge share.

One of the critical tasks is onboarding & offboarding of employees from IT perspective; to image/reimage hardware and install/uninstall required software. This relates to responsibility for asset management and stock maintenance making sure there is enough hardware available for new employees. Together with distributed team the candidate will participate in on-call rotation for after-hours emergency support to monitor critical services belonging to NetSuite IT scope.

It will be required to act as 2nd level of IT support within NetSuite IT organization and provide technical instructions for other support levels and connected departments for any newly identified issue, recognize recurring technical issues and propose appropriate solutions, implement approved solution and record steps taken for future reference. Work proactively to identify such issues within the technical environment and propose possible solutions. Maintain quality of work while multitasking on various projects, support requests and services.

Communication with employees in Manila office, business owners and heads of departments is key to success.

Preferred experience

• Familiarity with desktop/laptop operating systems and software (PC, Windows, Microsoft Office, Mac/Mac OS, etc.)

• Experience in a Windows Active Directory environment and/or any other authorization and authentication methods

• Experience using support cloud solutions (OraDocs, Office 365, Exchange, SharePoint, One Note, etc.)

• Familiarity with basic networking concepts (DNS, DHCP, LDAP, etc.)

• Experience with VMs and Linux a plus

• Experience supporting mobile devices (Android/iOS)

• Experience providing remote assistance over RDP, messenger, and email

• Ability to prioritize issues and take appropriate steps with minimal supervision

• Intermediate written and verbal communication skills

• Basic level of knowledge of Cloud Services including OCI, Jira, Confluence, and IDCS

• Basic knowledge of Audio/video requirements to facilitate an event

Skills

• Fluent English

• Verbal Communication

• Customer Service

• Attention to Detail

• Integrity

• Multi-tasking

• Computer solving skills

• Basic networking skills

Career Level - IC2

Responsibilities

Role Responsibilities:

• Provide tech support to Product Team and handle users’ requests coming via emails, chat and ticketing system

• Verify and confirm user’s identity, resolve eligibility by comparing user information to the requirements specified in global IT policies

• Provide user service information

• Follow policies, processes and procedures specified for the organization

• Inform users by explaining procedures, answering inquiries, providing information

• Facilitate and maintain communication channel between the user and different departments

• Identify, research, and resolve customer issues in scope using administration tools in place

• Deal with tasks in scope following Scope of Work document related to end-point systems and services

• Follow correct critical issue path within Global IT organization

• Complete case notes in ticketing system and after call work in telephonic system to track activities in correct way

• Recognize, document and alert the supervisor of observed trends in inbound calls, raised tickets and alerts in monitoring tools

• Maintain and improve quality results by adhering to standards and guidelines; recommending improvements based on feedback from users

• Deepen job knowledge by studying new product descriptions and participating in educational opportunities

• Other duties as per tasks assigned

• Take active part in IT projects, deliver extensive hands on, facilitate communication and provide control function

• Classic operating model during working days – Monday to Friday, three days minimum working from the office

• Might be some on call duty during the weekend involved

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer