Job Description
Senior Support Engineer - JD Edwards-20000T9CApplicants are required to read, write, and speak the following languages:English
Preferred Qualifications
A Support role working as part of a friendly, dynamic and supportive team who provide outstanding technical support to customers and business partners implementing & administering JD Edwards EnterpriseOne ERP software.
You will be responsible for problem diagnosis, tracking, replication, troubleshooting, and resolution of complicated technical issues. The goal is to achieve the highest level of customer satisfaction.
This exciting role provides the opportunity to work with a wide variety of Operating systems, databases and web technologies in a fast moving Technical environment. You will be part of a fast growing vibrant local team and also a larger global team.
Responsibilities
• Providing expert technical assistance to customers, partners and Oracle employees. Which includes:
- Resolving technical issues
- Maintaining a thorough knowledge of the technical components of our software
- Work with Development teams on software functionality
• Contribute to internal and external Communities
• Create knowledge documents for publication internally and externally
• Identify customer opportunities and communicate to the appropriate resource
• Work as part of local and larger global team
• Participate in Process Improvement: process changes, documenting procedures, identify opportunities for Automation
• Generally improve customer service and/or improve departmental efficiencies
• Appropriately volunteer for cross-functional, organizational projects and tasks
• Additional responsibilities as assigned.
Desired Technical Skills
• Experience working with Web based Applications & architectures (HTTP, TCP/IP, JDBC, JVM, Weblogic and Websphere Application Servers)
• Working knowledge of one or more OS: Linux, Windows, iSeries (AS400), UNIX®
• Working knowledge of one or more Cloud interfaces: OCI, Azure, AWS
• Working knowledge of databases & connectivity: Oracle, SQL Server, and DB2®/400 . Understanding of structured SQL statements and how they are executed in the RDBMS
• Experience of troubleshooting Web based applications from Browser (IE, Firefox, Safari, Chrome) to Application Server to database.
• Web Development skills: HTML, Java, javascript
• System Administration of: Oracle Weblogic, IBM WebSphere, Databases, OS
• Experience of Administering/maintaining JD Edwards EnterpriseOne
Personal & Interpersonal Skills
• Strong analytical and troubleshooting skills with the ability to read and decipher technical logs and trace files
• Outstanding verbal & written communication skills
• Effective workload management
• Self motivated
• Excellent organizational skills
• Working as part of local and global teams
• Ability to embrace change
Education & Experience Requirements:
• Degree in a relevant field
• Experience in a customer facing role preferably in Technical capacity
• Good understanding of the modern technology and trends
• Understanding of a corporate environment
• English (Required)
Benefits
• In-depth training on Oracle products
• Exposure to latest Oracle technologies
• Health care plan
• Meal tickets
• Competitive salary package
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
