Field Support Specialist

Bespoke Technologies, Inc.; Annapolis (MD); On-site; USD 65,000 - 95,000; Full time

Job summary

Bespoke Technologies, Inc. is seeking a Field Support Specialist to provide hands-on Oracle hardware support on Solaris and Linux platforms, including ZFS storage and Exadata.

The role requires travel to customer sites, maintains on-site ticketing, and collaborates with customers to resolve hardware and software issues while meeting SLAs and security policies. Active Poly clearance is mandatory; excellent communication and customer-service skills are essential to ensure successful service

Qualifications

• Active Poly clearance required.
• 2+ years of hands-on Oracle/Sun hardware troubleshooting experience.

Responsibilities

• Provide Solaris and Linux Oracle hardware support including ZFS, Exadata, and Oracle Database Appliances.
• Assist customers with hardware and software issues via email, phone, or IM.
• Maintain on-site ticketing queue for hardware and software requests.
• Travel to customer sites to implement hardware fixes.
• Maintain ongoing communication with customers before and during call progression.
• Meet delivery target dates to comply with contract SLAs.
• Escalate customer issues to leadership as needed.
• Coordinate with data center staff in remote locations to organize access for additional support.
• Create break/fix and work order requests for access to local and remote locations.
• Maintain on-site spares inventory.
• Follow government security policies.
• Conduct weekly checks with customers on any unspecified issues they may be experiencing with supported hardware or software.

Skills

Customer service

On-site support

Tools

Solaris OS

Linux OS

ZFS storage

Exadata

Oracle Database Appliances

Sun Microsystems hardware

Job description

**Please do NOT apply if you do not have an active Poly clearance. Those without a Poly will not be considered.**

Bespoke Technologies is seeking a skilled and detail-oriented Field Support Specialist to join our team. The ideal candidate will have strong experience with providing hands-on support for Oracle hardware with Solaris and Linux Operating Systems.

Key responsibilities:

• Provide Solaris and Linux Operating Systems Oracle hardware support, including ZFS storage, Exadata, and Oracle Database Appliances and experience with legacy Sun Microsystems hardware.
• Provide outstanding customer service while assisting customers with hardware and software issues via e-mail, phone, or Instant Messaging.
• Maintain on-site ticketing queue for hardware and software requests.
• Travel to customer site to Implement hardware equipment fixes (replace drives, latency issues, power failures, connectivity, etc.)
• Maintain high level of ongoing communication with customer before and during call progression.
• Set and meet delivery target dates to comply with contract support SLAs.
• Escalate customer issues/concerns to leadership as needed.
• Coordinate with data center staff in remote locations to organize access for additional support.
• Createbreak/fix and work order requests for access to local and remote locations.
• Maintain on-site spares inventory for local use.
• Follow government security policies.
• Conduct weekly checks with customers on any unspecified issues they may be experiencing with supported hardware or software.

Qualifications:

• Expertise in in-depth troubleshooting of Oracle and Sun Systems hardware, firmware, and software problems.
• Experience with firmware and software patching of systems from Oracle and Sun Microsystems.
• Minimum of 2 years of in-depth experience troubleshooting of Oracle and Sun Systems hardware, firmware, and software problems.