.IT Support Engineer -220008MG**Applicants are required to read, write, and speak the following languages**: English**Preferred Qualifications**Oracle IT-Support personnel have a deep understanding of the company products and extensive experience in troubleshooting, help customers solve technical issues usually by remote diagnosis on the phone or via chat support in a timely manner.An Oracle IT-Support Analyst must have real technical expertise in order to be able to help the customer, work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise.**Qualification/Requirements**Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+- Ability to diagnose and resolve general technical issues (on Win, OS, Linux)- Proven experience and knowledge from medium to high level in tech support on at least one of the following areas (SME):- Network- Cloud- Exchange- Mobile support- Security- Should be capable of multitask- Strong customer skills and customer oriented- Should have excellent communication skills English/Spanish (Oral & Written)- Should be smart, enthusiastic and a good team player- Experience working on ticketing tsystems- Ability and willingness to work in an environment providing 24x7x365 support- Position based in Guadalajara, Mexico (is required to work from our office location)**Responsibilities**:- Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat- Perform remote troubleshooting through diagnostic techniques- Provide the best solution based on the issue and details provided by end user- Provide accurate information on IT products or services- Collaborate with others to resolve complex issues- Research un-resolved issues to the next level of support team- Strictly Adhere to SLAs and procedures- Record events and problems and their resolution in logs- Pass on any feedback or suggestions by customers to the appropriate internal team- Identify and suggest possible improvements on procedures- Monitor the ticketing queues and work on the Aging Tickets- Research solutions using available information resources- Stay current with system information, changes and updates**Detailed Description and Job Requirements**As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues