Level 2 Technical Support Analyst - Simphony Point of Sale (POS)

Job Description

Oracle Food & Beverage/Hospitality Level 2 Customer Support Engineer

Language: English fluency required and Spanish is preferred

Location: Hybrid role (20% onsite, 80% remote) in Columbia, MD or Orlando, FL

No visa sponsorship is available for this position.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services Food and Beverage (F&B) customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

What You'll Do:

• Provide 2nd line support globally for F&B Hospitality applications.
• Support Simphony POS systems and Oracle Hospitality Reporting and Analytics but will also need to be familiar with the systems that it interfaces with (RES 3700, e7, 9700).
• Set up labs for testing and reproducing issues / defects.
• Ensure familiarity with new releases as they become available .
• Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures.
• Assist in training and supporting new staff on the MICROS product suites and associated interfaces.
• Liaise with subject matter experts in Sustained Engineering, R&D and Cloud Operations.
• Work with the customers to ensure that contractual service expectations are exceeded.
• Perform other duties as requested or as deemed appropriate by the management.

You'll need to be:

• Required to read, write, and speak the following languages - English & Spanish a bonus
• Willing to work overtime and holidays as requested.
• Willing to work with a wide variety of cultures.
• Willing to be contactable on an on-call basis after-hours by mobile phone.

What we Like to see:

• Minimum 2-3 years' experience installing/configuring/supporting/administering Micros F&B management software products (Reporting and Analytics, RES 3700, Simphony).
• Experience / understanding of working in a data center.
• Degree in a technical field.
• Knowledge of food and beverage management procedures.
• Minimum two years' F&B experience.
• Previous experience in supporting alternative hospitality software products.

What we LOVE to see:

• Minimum 2-3 years database experience (Oracle, MySQL) - Should be confident in writing / reading complex SQL queries and update statements.
• Working knowledge of Networks, PCs and troubleshooting installation issues
• Experience working with virtual machines (VMWare, Oracle VirtualBox)
• Familiarity of current operating systems.
• Previous technical support or help desk experience
• Strong communication skills
• Customer focused attitude
• Knowledge of common help desk and ticketing solutions
• Experience working with cross functional teams
• Great troubleshooting skills

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer