Field Support Specialist

Quevera · Annapolis Junction, MD · 1 wk ago

OTHRFull-time

Provide support for Oracle hardware running Solaris and Linux operating systems, including ZFS Storage, Exadata, Oracle Database Appliances, and legacy Sun Microsystems hardware.
Provide on-site service desk coverage.
Deliver outstanding customer service while assisting users with hardware and software issues via email, phone, and instant messaging.
Maintain the on-site ticketing queue for hardware and software requests.
Travel to customer sites to perform hardware break/fix support, including replacing drives, resolving latency issues, power failures, connectivity issues, and other hardware-related problems.
Maintain ongoing communication with customers throughout the lifecycle of support requests.
Meet delivery target dates in accordance with contract service level agreements (SLAs).
Escalate customer issues and concerns to leadership as appropriate.
Cook up with remote data center personnel to facilitate additional support activities.
Create break/fix and work order requests for local and remote site access.
Maintain on-site spare hardware inventory.
Follow all applicable government security policies and procedures.
Conduct weekly customer check-ins to identify and address any unresolved hardware or software issues.

Active TS/SCI clearance with Polygraph required.
Minimum of two (2) years of experience troubleshooting Oracle and Sun Systems hardware, firmware, and software.
Expertise in diagnosing and resolving Oracle and Sun Systems hardware, firmware, and software issues.
Experience performing firmware and software patching for Oracle and Sun Microsystems systems.

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