Field Support Specialist

Bespoke Technologies, Inc.; Maryland; On-site; USD 60,000 - 85,000; Full time

Job summary

Bespoke Technologies, Inc. in Annapolis Junction, MD is seeking a Field Support Specialist to provide hands-on Oracle hardware support on Solaris and Linux environments, including ZFS storage and Exadata components.

You will travel to customer sites for on-site service, manage tickets, and maintain clear communication with customers while meeting contract SLAs and coordinating with data center staff for access and fixes.

Qualifications

• Experience troubleshooting 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.

Responsibilities

• Provide Solaris and Linux Oracle hardware support, including ZFS storage and Exadata.
• Deliver on-site service desk coverage.
• Assist customers with hardware and software issues via email, phone, or Instant Messaging.
• Maintain on-site ticketing queue for hardware and software requests.
• Travel to customer sites to implement hardware 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.
• Create break/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.

Skills

Oracle hardware troubleshooting

Solaris

Linux

On-site support

Tools

ZFS storage

Exadata

Oracle Database Appliances

Sun Microsystems hardware

Job description

BT-457 – Field Support Specialist

Location: Annapolis Junction, MD

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 on-site service desk coverage.
• 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.
• Create break/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.