Level 2 Technical Support Analyst - Food & Beverage/Point of Sale

Oracle • Orlando, FL

402d

About The Position

The Level 2 Technical Support Analyst for Food & Beverage/Point of Sale Oracle is responsible for delivering exceptional post-sales support to Oracle's diverse customer base. This role involves resolving both technical and non-technical customer inquiries, providing guidance on Electronic Support Services, and nurturing customer relationships. The analyst will focus on Simphony POS systems and related applications, ensuring a high-quality support experience while collaborating with various teams to address complex challenges.

Requirements

• Proficiency in English; Spanish is a bonus.
• Willingness to work overtime, holidays, and be on-call as needed.
• 2-3 years of experience with Micros F&B management software products (including Reporting and Analytics, RES 3700, Simphony, and PAYMENTS).
• Experience or familiarity with working in a data center environment.
• A degree or equivalent experience in a technical field.
• Solid understanding of food and beverage management processes.
• At least two years of experience in the F&B industry.
• Previous experience supporting alternative hospitality software products.

Nice To Haves

• 2+ years of experience with databases (Oracle, MySQL) and strong SQL skills.
• Knowledge of networks, PCs, and troubleshooting installation issues.
• Experience with virtual machines (VMWare, Oracle VirtualBox).
• Prior technical support or help desk experience.
• Familiarity with help desk and ticketing systems.
• Experience working with cross-functional teams.

Responsibilities

• Provide global 2nd line support for F&B Hospitality applications, focusing on Simphony POS systems, PAYMENTS, and Oracle Hospitality Reporting and Analytics.
• Set up labs for testing and reproducing issues or defects to ensure thorough resolution.
• Stay updated with new releases, implementing the latest configuration, installation, training, and support standards.
• Train and mentor new staff on the MICROS product suites and related interfaces.
• Collaborate with domain experts in Sustained Engineering, R&D, and Cloud Operations to address complex customer needs.
• Exceed customer expectations, ensuring all service contracts are met and surpassed.
• Engage directly with customers and internal teams to resolve a wide range of technical and non-technical issues.
• Take ownership of resolving customer inquiries in real time and follow up on intricate issues.

Benefits

• Full-time position with competitive salary.
• Opportunity to work in a supportive, customer-centric team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: No Education Listed