Field Support Engineer - Hardware

Job description

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Typically graduate or equivalent with 0 - 2 year experience.

Desired profile

Qualifications :

Field Services Engineer

Job Purpose/Scope

As a member of the Oracle Support Services team, a Field Services Engineer (FSE) assumes full responsibility for the installation, service and repair of Oracle's and other approved equipment.

Specific duties will include analysis, diagnosis and remediation of hardware and relevant software issues, and complete installation/de-installation of applicable product. Participation in customer review meetings and liaison with other lines of business is also required.

This person will be expected to work to, and deliver against, defined goals and objectives. They are required to be available for 7x24 on-call rotation duty and/or prearranged overtime schedules. In addition, they may be required to work interstate or away from their home office for periods of time.

Major Activities and Responsibilities

• Supports Oracle's customers by identifying systems, storage and software problems, and performing the necessary remedial activities to restore operation as required.

• Plans and performs installation and de-installation activities of systems and storage.

• Plans and performs direct scheduled and preventative maintenance of systems and storage.

• Has a proven ability to interface and co-ordinate work with internal groups, customers, partners and third party vendors.

• Acts as an interface between customers and other escalation engineers to manage technical escalations by using appropriate tools to update all parties of ongoing activities.

• Endeavours to ensure Oracle's Services meet Customer Satisfaction goals.

• Must be aware of and comply with Quality Management System requirements and participate in quality audits as necessary.

• Will be required to be available for 7x24 on-call rotation duty and/or prearranged overtime schedules.

• Perform other duties as determined by their manager.

Decision/Impact

Able to make decisions within authorised limits prescribed by supervisor and/or policy. Exercises independent judgement in selecting and interpreting information, handling deviations from standard methods and resolving difficulties.

External / Internal Interface

1. Work closely with customers on break/fix problems and installations.

2. Work closely with partner engineers, Systems Support Engineers and Product Technical Escalation groups on most problems.

3. Play a strategic role in maintaining and improving customer satisfaction.

Desirable Technical Knowledge

1. Excellent analytical and troubleshooting skills.

2. Architecture knowledge of Oracle's systems and storage hardware.

3. Solaris systems management.

4. Ability to work to escalation plans and escalation management tools.

5. Technical problem description and documentation as required for analysis.

Essential Skills

1. Excellent customer facing skills.

2. Account Management skills.

3. Organisational and Time Management Skills.

4. Confrontation and Negotiation skills.

5. Stress Management Skills.

6. Oracle Product Knowledge, in order to satisfy customer and internal requirements.

7. Meeting planning skills, externally with customers, and internally within Oracle.

Qualifications

Tertiary education (Bachelor's degree preferred) in Computer Sciences or IT management, or an equivalent combination of education and related experience.