Technical Support Analyst

Technical Support Analyst at Oracle

You are a service-oriented, open, and social individual with strong analytical abilities. You are driven and enjoy working both independently and collaboratively. To excel, you need a solid understanding of technology support, practical experience in user support, and application management. You are skilled in constructive dialogue with users and have hands-on experience troubleshooting technology.

You possess a positive outlook and are solution-oriented, communicating in an educational and clear manner. Your colleagues would describe you as a creative and responsive team player who analyzes and approaches questions in a structured way. You are self-sufficient, prioritize effectively, and are innovative, stimulated by finding new technical solutions to optimize business. You are structured, methodical, and proactive, with a holistic perspective. You enjoy providing excellent service, are easy to work with, eager to develop, and capable of solving complex problems while generating new ideas.

Your Role and Responsibilities

• Work client ticket requests
• Assess and prioritize incidents
• Support various end-user applications
• Support various technology stacks within an enterprise environment
• Investigate and resolve critical incidents
• Escalate to appropriate second-level resources for incident resolution
• Facilitate progressive internal and external updates
• Work with dynamic teams to drive incidents to resolution
• Take action to mitigate incidents quickly

As a Technical Support Analyst, you will manage your work according to service level agreements and thoroughly document investigations and incident resolutions in real-time using a state-of-the-art documentation system.

If you’re out to change the world in ways that matter, Oracle wants to hear from you. As an Oracle Employee, you will join an inclusive, social, and innovative workplace with a strong emphasis on talent development and promotion from within. You will be rewarded for your hard work with a competitive salary and a host of additional benefits, including generous insurance and pension plans, active lifestyle reimbursements, and more.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, Engineering, MIS, CIS or a related field, or equivalent relevant work experience
• Demonstrate fluency in both Swedish and English
• Must be legally authorized to work in Sweden - No sponsorship available

Preferred Skills

• Customer service experience
• Technical Support experience related to application/system troubleshooting
• Computer/Electrical Engineering experience
• Familiarity with Relational databases
• Linux/UNIX support experience
• Personal/enterprise network exposure
• Experience administrating enterprise systems
• Project Management exposure
• Experience using a ticket documentation system like Remedy

Expectations & Work Environment

• Willing to work extended or irregular hours as needed and allowed by local regulations (no after-hours working expectations)
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets and take appropriate action to prevent and report any compromises of security within scope of the position
• Perform other responsibilities as assigned

Shifts vary:

• 5/5/4 day shifts from 7:00 AM - 7:00 PM
• 5/5/4 shift pattern relates to 5 days on, followed by 5 days off, followed by 4 days on

Key skills/competency

• Technical Support
• Troubleshooting
• Application Management
• Incident Resolution
• Customer Service
• Linux/UNIX
• Relational Databases
• Enterprise Systems
• Ticketing Systems
• Network Fundamentals