Technical Support Analyst – Simphony F&B Applications Support Analyst

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.

Qualifications
Career Level - IC1

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