IT Support

Oracle is hiring an IT Support professional for onsite work in Abilene, TX, focused on end-to-end hardware, datacenter network support, and ticket-based incident resolution.

Responsibilities

• Perform end-to-end on-site hardware installation, including removing and troubleshooting hardware without disturbing critical infrastructure and configuration changes
• Replace server components and execute server upgrades for an existing customer base with limited supervision
• Implement designed network communications and defined network solutions, including cabling and networking equipment, independently
• Validate cabling and confirm the network environment is built correctly, including connectivity checks
• Use scripting to verify devices are connected and free from transmission errors, link errors, and bottlenecks
• Troubleshoot connection issues to establish error-free connectivity
• Monitor, review, and analyze ticket queues and system logs and/or console alarm error messaging for assigned environments
• Handle non-routine incidents, and escalate more complex or unresolved issues to senior technicians
• Implement technical solutions to enhance and/or troubleshoot systems in alignment with Service Level Agreements (SLAs)
• Document the steps and resolutions involved in maintaining the environments
• Follow established SOPs and MOPs during work, ensuring activities stay in sync with site rules and colocation or data center vendor requirements, including sign-offs
• Adhere to implemented required security controls
• Comply with health and safety guidelines during on-site work (including PPE, site access, and data site compliance) and during office work
• Help facilitate training aligned with corporate objectives
• Adhere to SOPs and MOPs for operational Data Center Change Control processes
• Identify repeating problems or trends, escalate to senior peers and/or external experts and the operations team, and engage the global team for local issues
• Serve as a technical liaison for technical teams to identify and resolve resiliency, reliability, and availability risks
• Ensure internal teams deliver quality services and meet SLAs
• Contribute to quality assurance through process creation and review, and assist in training new or less experienced peers
• Independently manage work by monitoring timelines and deliverables to keep projects or initiatives on track
• Prioritize work and adapt to resource or timeline shifts by suggesting adjustments to maintain project efficiency
• Collaborate across teams to align on expectations and reach shared objectives
• Build partnerships by understanding business, stakeholder, and/or customer needs
• Actively listen to diverse perspectives and ask questions to ensure understanding
• Independently identify and resolve standard and non-standard issues per standard practices, escalating as appropriate
• Troubleshoot by analyzing data and information from multiple sources
• Contribute to knowledge sharing and best practices
• Participate in continuous learning by seeking knowledge and new skills/tools and staying current with industry trends and best practices
• Seek and leverage feedback and training to improve skills and support a culture of continuous learning and knowledge sharing
• Recommend updates to increase efficiency and effectiveness of team processes, protocols, and workflows
• Seek input from team members on alternative approaches and methods to improve work

Key Responsibilities (Core)

• Planning & Execution: Independently manage timelines and deliverables; prioritize work and adjust to resource or timeline shifts to maintain project efficiency
• Collaboration & Partnership: Align across teams on expectations; build understanding of stakeholder and customer needs; actively listen and ask questions
• Problem Solving: Address standard and non-standard issues; troubleshoot errors using data from multiple sources; contribute to knowledge sharing and best practices
• Continuous Learning: Seek knowledge, skills, tools, and training; stay current with industry trends; contribute to continuous learning culture
• Continuous Improvement: Recommend process and workflow updates and seek input on alternative improvement approaches