A Support Analyst role is a strong entry point for candidates who want to build a stable and long-term career in IT support, enterprise systems, and customer-facing technical operations. This role at is based in Bengaluru, Karnataka, and is ideal for freshers and early-career professionals looking to gain hands-on experience with real-world technical issues, global customers, and enterprise-grade support environments.
Company Snapshot
Oracle is a global leader in cloud solutions, enterprise software, and database technologies, supporting organizations across industries worldwide. The company operates large-scale systems that require strong technical support teams to ensure reliability, security, and customer satisfaction. Working at Oracle provides exposure to global clients, structured processes, and industry-recognized best practices.
Role Overview – Support Analyst
The Support Analyst role focuses on providing Level-1 technical support to customers using Oracle products and services. Analysts handle incoming issues, troubleshoot problems, document resolutions, and ensure timely support through multiple communication channels.
Key role details:
- Position: Support Analyst
- Job Category: Support
- Career Level: IC0
- Experience Level: 0–2 Years
- Employment Type: Regular Employee
- Location: Bengaluru, Karnataka, India
- Domain: Technical Support / IT Operations
Role Purpose and Business Impact
The primary purpose of this role is to act as the first point of contact for customer technical issues. Support Analysts ensure smooth business operations by resolving problems quickly, maintaining accurate documentation, and escalating complex cases appropriately. Their work directly impacts customer satisfaction, service reliability, and operational continuity across enterprise systems.
Key Responsibilities
- Respond to helpdesk tickets via phone, email, and web-based channels
- Troubleshoot hardware and software issues using established procedures
- Provide level-1 technical support for system access, network drives, and applications
- Analyze issues using knowledge base articles and internal resources
- Document customer interactions and resolutions in ticketing systems
- Escalate unresolved or complex issues with clear case notes
- Assist in onboarding and support for new or existing users
- Collaborate with team members to ensure timely issue resolution
- Maintain professionalism and high customer service standards
Technical Skills Required
- Windows Operating System fundamentals
- Active Directory troubleshooting
- Experience with ticketing tools and case management systems
- Basic understanding of technical support workflows
- Proficiency in Microsoft Office tools
- Strong troubleshooting and analytical skills
- Ability to follow structured support processes
Who Can Apply
- Fresh graduates looking to enter IT support or enterprise operations
- Candidates with up to 2 years of experience in technical or service roles
- Individuals with basic system, OS, or support knowledge
- Candidates comfortable working with customers and technical documentation
Formal certifications are helpful but not mandatory; strong fundamentals and learning ability matter most.
Work Environment and Learning Culture
Oracle offers a structured and professional support environment with defined workflows, training resources, and mentorship. Analysts gain exposure to global customers, enterprise infrastructure, and standardized ITIL-style processes. Continuous learning, internal mobility, and skill development are key aspects of the work culture.
Career Growth Opportunities
Starting as a Support Analyst can lead to roles such as:
- Senior Support Analyst
- Application Support Engineer
- Systems Administrator
- Cloud Support Associate
- Technical Consultant
- Operations or Service Delivery Lead
This role builds a strong base for long-term careers in IT operations, cloud support, and enterprise systems.
Why This Role Is Career-Strong
- Entry into a global enterprise technology company
- Real-world exposure to IT systems and customer environments
- Strong foundation in troubleshooting and support processes
- Transferable skills across IT, cloud, and operations roles
- Clear internal growth and learning pathways
Selection Process
- Online application and resume screening
- Technical or support-focused interview
- Evaluation of troubleshooting and communication skills
- HR discussion on role fit and expectations
Candidates who show clarity, patience, and structured problem-solving tend to succeed.
