Overview

As a member of the IT-Support organization, you will provide 24x7x365 technical help to Oracle employees, focusing on local TechBar and Field support across two Guadalajara office locations. Your role involves resolving technical issues with system hardware, operating systems, applications, and networks through remote diagnosis, in-person assistance, phone, Zoom, or chat support. You will serve as the primary point of contact, delivering timely advice and solutions to ensure smooth operations.

Responsibilities

• Provide 24x7x365 technical support to Oracle employees via TechBar, field support, phone, Zoom, or chat.
• Troubleshoot and resolve issues related to hardware, operating systems, applications, and networks.
• Perform remote diagnosis and in-person support across two Guadalajara office locations.
• Serve as the primary IT support contact, offering timely advice and assistance.
• Document support interactions and resolutions in the IT service management system.
• Escalate complex issues to specialized teams when necessary.
• Maintain inventory and basic upkeep of TechBar equipment and resources.
• Collaborate with global IT teams to improve support processes and employee experience.

Qualifications

• 2+ years of experience in technical support or IT helpdesk roles.
• Strong knowledge of Windows/macOS, networking, hardware troubleshooting, and common applications.
• Excellent problem-solving skills and ability to diagnose issues remotely or in-person.
• Fluency in English and Spanish (written and spoken).
• Availability for 24x7 shift rotations, including nights and weekends.
• Customer-focused mindset with strong communication and interpersonal skills.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible work shifts.
• Professional development opportunities and Oracle certification support.
• Modern office facilities with TechBar amenities in Guadalajara.