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David Careers

Field Support Specialist

Posted 3 days ago

creative chemistry worksBaltimore (MD)
Computer User Support SpecialistsComputer Systems Design Services

SENIORITY

Senior

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About the role

Field Support Specialist
Clearance: TS/SCI with Full Scope Polygraph (required)
About the Role: We’re looking for a skilled, detail-oriented Field Support Specialist to provide hands-on support for Oracle hardware running Solaris and Linux. You’ll be the on-site technical point of contact for a cleared government customer, handling everything from service desk tickets to hardware fixes in the data center.
What You’ll Do:
  • Support Oracle hardware running Solaris and Linux, including ZFS Storage, Exadata, Oracle Database Appliances, and legacy Sun Microsystems hardware
  • Provide on-site service desk coverage, and help customers with hardware and software issues by email, phone, and instant message
  • Maintain the on-site ticketing queue for hardware and software requests
  • Travel to customer sites to make hardware fixes, such as drive replacements, latency issues, power failures, and connectivity problems
  • Keep customers informed before and during every support call
  • Set and meet delivery dates that comply with contract support SLAsEscalate customer issues and concerns to leadership as needed
  • Coordinate with data center staff at remote locations to arrange access for additional support
  • Create break/fix and work order requests for access to local and remote sites
  • Maintain the on-site spares inventory
  • Follow all government security policies
  • Check in weekly with customers about any issues with supported hardware or software
  • What You BringAt least 2 years of in-depth experience troubleshooting Oracle and Sun Systems hardware, firmware, and software
  • Expertise in diagnosing complex Oracle and Sun hardware, firmware, and software problems
  • Experience patching firmware and software on Oracle and Sun Microsystems systems
  • An active TS/SCI with Full Scope PolygraphU.S. citizenship

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