IT Support

Oracle•Palo Alto, CA

6d•$74,100 - $148,300

About The Position

Provides end-to-end on-site hardware installation, maintenance, and troubleshooting, along with network configuration and connectivity validation. Monitors ticket queues, system logs, and console alarms to resolve non-routine incidents, implement technical solutions within SLAs, and escalate complex or unresolved issues. The role follows data center operational, safety, security, and change-control procedures; contributes to training and continuous improvement; and serves as a technical liaison helping teams address resiliency, reliability, and availability risks. Independently manages assigned work and collaborates across teams to meet customer and business needs.

Responsibilities

Install, remove, and troubleshoot hardware on-site without disturbing critical infrastructure; configure equipment and obtain customer solution sign-offs.
Replace server components and upgrade servers for existing customers with limited supervision.
Implement designed network communications and solutions, including cabling and networking equipment; coach and mentor others on organizational initiatives.
Validate cabling, network builds, and connectivity; use scripts to verify devices are connected and free from transmission errors, link errors, and bottlenecks.
Monitor and analyze ticket queues, system logs, and console alarm messages; address non-routine incidents and escalate complex or unresolved issues.
Implement technical solutions and troubleshoot systems within SLAs, documenting work and resolutions.
Follow SOPs, MOPs, data center change-control processes, site rules, security controls, and health and safety guidelines during on-site work.
Help facilitate training aligned with corporate objectives and assist in training less experienced peers.
Identify recurring problems and trends, escalate issues, and engage relevant operations, external experts, and global teams.
Act as a technical liaison and provide subject matter expertise 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.
Manage work independently, monitor timelines and deliverables, prioritize tasks, and adapt to changes in resources or timelines.
Collaborate across teams, understand stakeholder and customer needs, listen to diverse perspectives, and support shared objectives.
Troubleshoot standard and non-standard issues, analyze information from multiple sources, and contribute to knowledge sharing and best practices.
Seek learning opportunities and feedback, stay current with industry trends, and recommend process, protocol, and workflow improvements.