Job Description

Technical Support Analyst – Oracle Simphony F&B Applications Support Analyst

Location: Agadir

The Technical Support Analyst is responsible for 1st level support for Oracle Hospitality F&B product suite (Simphony, RES 3700, 9700, Materials Control, R&A) and associated interfaces.

Join Oracle in Agadir Bay

Oracle Hospitality is creating a new Customer Support Hub in Agadir Bay, Morocco – and we are looking for talented professionals to be part of this exciting journey. This is your opportunity to:

• Shape the future of a world-class support center from the very beginning, delivering 24x7 expertise across the Oracle Hospitality product suite.
• Work with global teams supporting leading hotels and F&B businesses across EMEA.
• Develop deep expertise in Oracle Hospitality solutions, including OPERA and MICROS, with continuous training and certification opportunities.
• Grow your career within Oracle – one of the world’s most respected technology companies.
• Enjoy life in Agadir Bay, a vibrant coastal location with strong hospitality roots and a dynamic lifestyle.

Duties & Responsibilities

• Provide voice support to Oracle Hospitality F&B customers worldwide.
• Troubleshoot complex customer scenarios and document solutions.
• Deliver dependable and timely resolution of technical issues.
• Provide remote support delivery and problem cause analysis.
• Collaborate with colleagues to provide superior customer service.
• Log and track all cases in ICCP ticketing tool.
• Advocate for customers by ensuring timely escalation and feedback.
• Maintain familiarity with new product releases.

Knowledge, Skills & Abilities – Essential

• Minimum 2 years’ IT experience installing/configuring/supporting/administering systems.
• Experience in supporting software products, preferably Oracle MICROS (Simphony, RES, 9700, Materials Control).
• Graduate degree in technical, hospitality or business field.
• Understanding of F&B operations and POS systems.
• Experience with Microsoft suite (Outlook, Excel, Word, Project, PowerPoint).
• Familiarity with operating systems (Windows, Oracle, VMware).
• SQL experience preferred.

Other Requirements

• Strong desire to deliver high-quality customer service.
• Excellent communication skills in English and French
• Excellent troubleshooting and problem-solving skills.
• Ability to multitask and stay organized.
• Team player with interpersonal skills.
• Flexibility to work overtime, weekends, holidays, and shifts.
• Cross-cultural adaptability.

Abilities

• Ability to work effectively with customers and colleagues at all levels.
• Work independently or in a team environment.
• Creative problem solver, thinks outside the box.
• Self-starter with initiative and drive.
• Logical, methodical approach.
• Resilient under stress and able to meet deadlines.

**Note:** This role requires weekend support and shift work. 24x7 global support environment.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Career Level - IC1

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.