Systems Engineer 2

As a member of the Technology Team in Prescott, Arizona, the Systems Engineer provides onsite and first-level phone and in-person technical support to clinicians, operational staff, internal employees, and support partners.

The role focuses on installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, operating systems, business applications, peripherals, telecommunications, and basic network connectivity. Responsibilities include workstation provisioning, imaging, deployment, software upgrades, patching, user access administration, and telecommunications moves, adds, and changes (MAC work).

The engineer performs routine systems administration, monitors system performance, supports backups and recovery activities, and resolves standard technical incidents. Working with minimal to moderate guidance, the engineer documents resolutions, escalates complex issues, and collaborates with cross-functional teams to maintain service reliability.

In this patient-centered healthcare environment, the engineer delivers exceptional customer service with empathy, urgency, and professionalism, helping clinicians and caregivers maintain safe, efficient, and high-quality patient care.

Key Responsibilities

System Installation & Configuration – Software Administration:

- Maintain operating systems, support internal business applications and middleware, and monitor system performance, capacity, and application health.

System Installation & Configuration – Installation and Configuration:

• Install, configure, image, deploy, upgrade, and maintain desktops, laptops, mobile devices, servers, and related software.
• Support workstation connectivity, printers, peripherals, hardware provisioning, backups, and telecommunications moves, adds, and changes (MAC work).

System Installation & Configuration – Identity & Access Management:

- Administer user access privileges with minimal guidance, monitor access activity, and assist with identity-related issues.

Service Lifecycle Management – Batch Processing:

- Monitor batch processing, support job configurations and dependencies, and escalate processing issues.

Service Lifecycle Management – Security Maintenance:

- Maintain secure computing environments, monitor security anomalies, and implement scheduled or emergency patches and updates.

Service Lifecycle Management – System & Security Improvements:

- Implement guided improvements to system performance, reliability, and security.

Incident Management & Support – Incident Management:

- Support incident identification, investigation, escalation, and resolution, collaborating with technical teams to minimize service disruptions.

Incident Management & Support – Technical Support:

• Provide onsite and first-level phone and in-person support for hardware, software, applications, telecommunications, and network connectivity.
• Troubleshoot and resolve standard technical issues, manage support tickets, document resolutions, and escalate complex incidents.
• Deliver empathetic, responsive customer service to clinicians, staff, and operational teams.

Incident Management & Support – Backups and Disaster Recovery:

- Support backup, restore, and disaster recovery activities, including preparedness testing.

Communication & Documentation – Technical Communication:

- Communicate technical issues and resolutions clearly to technical and nontechnical users, collaborating with support partners and resolving groups.

Communication & Documentation – Documentation & Reporting:

- Maintain accurate incident records, system configurations, procedures, and operational reports.

Additional Responsibilities (as needed)

Cloud Infrastructure Support:

- Collaborate with DevOps and SRE teams on infrastructure support, CI/CD activities, patching, and upgrades with guidance.

Automation:

- Troubleshoot standard automation tools, agents, integrations, and cloud-related support issues.

Minimum Job Qualifications

Education and/or Experience:

Candidates must meet one of the following minimum qualifications:

• Relevant experience in computer network administration, database management, systems architecture, systems administration, or a related technical field.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, with at least 1 year of relevant experience in one of the technical fields listed above

Preferred experience:

• Bachelor's degree in a related technical field, with at least 2 years of relevant experience.
• Master's degree in Information Technology, Computer Science, Engineering, or a related field.

Technical Qualifications:

• Experience supporting desktops, laptops, operating systems, business applications, and end-user computing environments.
• Knowledge of workstation installation, configuration, imaging, software updates, network connectivity, and telecommunications.
• Ability to troubleshoot technical issues, document resolutions, and coordinate escalations.
• Strong customer service, communication, and problem-solving skills.
• Familiarity with IT service management and ticketing systems preferred.
• Healthcare IT support experience preferred.

Job Skills

• Customer Service: Identifying and resolving customer needs professionally, diplomatically, and empathetically.
• Technical Support: Troubleshooting hardware, software, operating systems, applications, and connectivity issues.
• Systems Administration: Workstation configuration, deployment, maintenance, patching, and user access support.
• Incident Management: Ticket documentation, issue resolution, escalation, and coordination with technical teams.
• Communication & Collaboration: Clear communication with clinicians, operational staff, technical teams, and support partners.

Core Responsibilities

Planning & Execution:

• Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements.
• Prioritizes and adjusts work as resources or timelines change, with some guidance.

Collaboration & Partnership:

• Collaborates within a team to better understand expectations and achieve shared objectives.
• Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.
• Actively listens and asks questions to enhance collaboration.

Problem Solving:

• Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures.
• Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.

Continuous Learning:

• Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.
• Utilizes feedback and training to improve skills.
• Participates in a culture of continuous learning and knowledge sharing.

Continuous Improvement:

• Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.
• Contributes to ideation for future process improvements.

Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $28.41 to $56.83 per hour; from: $59,100 to $118,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.