Field Support Specialist

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

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• Support Oracle hardware running Solaris and Linux, including ZFS Storage, Exadata, Oracle Database Appliances, and legacy Sun Microsystems hardware
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• Provide on-site service desk coverage, and help customers with hardware and software issues by email, phone, and instant message
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• Maintain the on-site ticketing queue for hardware and software requests
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• Travel to customer sites to make hardware fixes, such as drive replacements, latency issues, power failures, and connectivity problems
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• Keep customers informed before and during every support call
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• Set and meet delivery dates that comply with contract support SLAs
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• Escalate customer issues and concerns to leadership as needed
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• Coordinate with data center staff at remote locations to arrange access for additional support
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• Create break/fix and work order requests for access to local and remote sites
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• Maintain the on-site spares inventory
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• Follow all government security policies
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• Check in weekly with customers about any issues with supported hardware or software
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What You Bring

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• At least 2 years of in-depth experience troubleshooting Oracle and Sun Systems hardware, firmware, and software
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• Expertise in diagnosing complex Oracle and Sun hardware, firmware, and software problems
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• Experience patching firmware and software on Oracle and Sun Microsystems systems
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• An active TS/SCI with Full Scope Polygraph
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• U.S. citizenship
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