Job DescriptionAbout 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 to Oracles executives through 24x365 support. We are a very dynamic organization that is frequently innovating with the latest hardware and software technology. Team members are expected to embrace the highest-quality service values which are deliverable in real time.As an Executive Support Services Team member, you will provide IT Support in a fast paced dynamic environment . You should have advanced knowledge in two or more operating systems (Microsoft Windows, Apple macOS, and Linux). O365, and other collaboration products along with security, encryption, networking, and various other common enterprise software (i.e. Cybereason, Bitlocker, FireVault2, VNC, VPN). In addition you should have administrative experience with: call manager, exchange, Azure AD, O365, Zoom and Slack.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 the Windows OS expertiseAdministrative experience with: call manager, exchange, Azure AD, O365, Zoom and Slack.Ability to deliver a world class concierge level customer support experience and to be passionate about improving executive productivitySkilled at communicating effectively across all employee levels and different mediums: email, Slack, text, phone, video conferencing, and in face-to-face situations (written and verbal)Proven ability to self-motivate, work in teams, be detail oriented, meet deadlines and be flexible within a face-paced and changing environmentDemonstrate a deep understanding of Microsoft Windows operating system, Apple operating system, and Microsoft productivity toolsCandidate should have expertise in the installation, configuration, and troubleshooting each operating systemPrevious IT customer services/executive support experience in a corporate environmentAdvanced knowledge of connectivity concepts, internet security and antivirus softwareCareer Level - IC4ResponsibilitiesEssential Duties and Responsibilities include, but are not limited to:Providing 24x7x365 client end-point services and end-user supportUtilize administrative experience to quickly identify and resolve issues with: call manager, exchange, Azure AD, O365, Zoom and Slack.Performing diagnostic testing on faulty hardware, repair damaged or faulty hardware, replace computer parts if needed, order all needed replacement computer parts.Serve as a liaison between Oracle executives and service owner resolving groups, or laptop suppliers, on support issues requiring escalated attentionTroubleshooting executive endpoint issues using advanced knowledge of operating system upgrades and security patches, their impact, optimization steps, and sound troubleshooting methodologyInstalling and configuring required applications; ability to research and troubleshoot problems relating to these applications; upgrading all software applications as neededAssisting executives in deploying security profiles and corporate base image using Unified Endpoint Management tools and other deployment toolsHelp executives resolve software and hardware security compliance and risk management conflictsProviding client support and technical issue resolution in person, via email, phone, and/or electronic means (chat, video conferencing)Lead on projects geared to improve hardware, software, video, or other technologies for the executive environmentDevelop and publish training documentation created form the perspective of the customer or support team to share knowledge and increase productivitySupport Zoom and other video client platforms for successful executive meetings and use an analytical approach to resolving issues when they ariseProvide training in the use of system and application s including best practices to increase understanding and boost productivityUsing advanced knowledge of Apple iOS, Android, and Windows mobile client device products to resolve executive issuesSkilled in analyzing issues, assess risk, and develop creative solutionsDevelop strategies for resolving identified issues and how to prevent future occurrencesHelping with Problem Management – Analyze, detect, report, and prevent repetitive issue patterns or problemsAssess risks and benefits of any proposed root cause solutionsPerform light lifting up to 40lbs when necessaryPromoting and living up to our OCI Organizational Culture and ValuesPut Customer First – When faced with a choice between what is easy for us and what is good for executives, customers win every timeAct Now, Iterate – We move quickly but deliberately, and we iterate towards a better solutionNail the Basics – We recognize that the path to advanced solutions always runs through the basicsExpect and Embrace Change – We embrace change as an opportunity for growth and greater successTake Risks, Remain Clam – We recognize that learning from our failures is part of our path to successDon't be a Jerk – We treat each other with dignity. We seek understanding by listening before we speakOwn 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 successTake 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 workEducation:BS, BA, or equivalent experienceSix or more years of related experience, training, or equivalent combination of education and experiencePreferred 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 the technical scope evolves. Additional desired technical qualifications include:6+ years IT work experience preferred in a corporate support environmentPrevious support experience in a similar role desiredCompletion of IT related technical certification(s) or technical program(s)Advanced knowledge of Apple and Windows devicesExpertise supporting Apple iOS, Android and Windows mobile client device products to help employees resolve issuesAdministrative experience supporting: call manager, exchange, Azure AD, O365, Zoom and Slack.Experience in Zoom Room installation, maintenance, and supportKnowledge of Oracle software product installationsProject Management / Support methodologies experience (i.s. PMP, ITIL, DevOps)Ability to present to and address large audiences (trainings, updates)Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.11 paid holidaysPaid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.Paid parental leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs 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
