Field Support Specialist

BT-457 – Field Support Specialist

Location: Annapolis Junction, MD

**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 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.