Field Support Specialist

Responsibilities: of the Field Support Specialist: • Provide support for Oracle hardware environments running Solaris and Linux operating systems, including Oracle ZFS Storage Appliances, Exadata systems, Oracle Database Appliances, and legacy Sun Microsystems hardware. • Deliver on-site service desk coverage and act as a primary point of contact for hardware and software support requests. • Assist customers with technical issues via phone, email, and instant messaging while maintaining a high level of customer satisfaction. • Manage and maintain on-site ticketing queues for hardware and software incidents, requests, and service activities. • Travel to customer locations to perform hardware break/fix activities, including drive replacements, connectivity troubleshooting, power-related issues, and system hardware remediation. • Maintain clear and consistent communication with customers throughout incident resolution and service delivery processes. • Meet delivery targets and service-level agreement (SLA) requirements for support requests and incident response. • Escalate technical issues and customer concerns to leadership and engineering teams when necessary. • Coordinate with remote data center personnel to facilitate access and support activities for geographically dispersed environments. • Create and manage work orders and break/fix requests for local and remote support operations. • Maintain on-site spare parts inventory and ensure equipment availability for hardware replacement activities. • Adhere to government security policies, procedures, and operational requirements. • Conduct proactive customer outreach and weekly follow-ups to identify and address unresolved hardware or software concerns. Qualifications: of the Field Support Specialist: • Expertise troubleshooting Oracle and Sun Microsystems hardware, firmware, and software issues in enterprise environments. • Experience performing firmware upgrades, software patching, and maintenance activities on Oracle and Sun systems. • Minimum of 2 years of hands-on experience supporting Oracle and Sun hardware platforms. • Experience supporting Solaris and Linux operating systems. • Knowledge of Oracle infrastructure technologies including ZFS Storage Appliances, Exadata, and Oracle Database Appliances. • Experience managing hardware break/fix activities and coordinating support efforts across multiple sites. • Strong customer service, communication, and problem-solving skills. • Experience working within ticketing systems and tracking incident resolution activities. • Ability to work independently and effectively manage multiple support priorities. • Active TS/SCI with Full Scope Polygraph (FSP) clearance required.