Oracle Field Support Specialist 1 in Cairo, Egypt
Field Support Specialist 1
A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance and product installation on customer sites, interfacing with Dispatch, Logistics and Domains in accordance with activities set out in the on-site Action Plan.
Ensures a high level of customer satisfaction and Service Level Agreements (SLA's) met through effective delivery of technical support and service programs by interfacing between customer and the Domains.
Proactively helps to find problem resolution through use of system level diagnostics and escalation procedures. Understands service processes and is able to identify and solve a wide range of problems.
Requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program
ROLES AND RESPONSIBILITIES
Provides on-site Oracle Product support (depending on local working regulations):
Responsible for providing Onsite Product Support as set-out in Domains action plans. Details see break & fix matrix below.
Liaise with Manager on Duty (MoD) or Field Manager (business hours) to ensure escalation procedures/communications are followed.
Following defined policies and procedures (e.g. in desk manual).
Supporting the organization by understanding and achieving measurable objectives. Follow best practices and Industry Standards.
Update internal systems as required (e.g. GSI, OTL, task debriefing).
Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts.
Working independently and in a team environment.
Perform Field Change Order (FCO) and Field Action Bulletin (FAB).
Need to be able to travel at short notice – short term, only in country.
Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
Provide T&M services OOH (Out of Hour).
Provide logistics support as required within the scope of providing on-site support, eg.Coin Cell Battery Procurement
Detailed Description and Job Requirements
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.
Job Type: Regular Employee Hire