Technical Support Analyst

4 weeks ago

Alexandria, United States Clarivate Analytics US LLC Full time

We have an exciting opportunity available for a Technical Support Analystto join our growing Support Team Customer Care at Clarivate. This is an amazing opportunity to work in a team of Innovative product experts. We have a great skill set in knowledge-centered technical support in the library industry and we would love to speak with you if you have skills in customer care, information science, librarianship and technology.

You will provide world-class technical support for Innovative hosted and remote, customer-based systems, diagnosing and remediating hardware, network, and Linux/Unix/Windows OS-level issues for Innovative library systems. You will works in a close, collaborative manner with other Technical Support Analysts, Cloud Operations, and Product teams in order to provide the highest levels of customer service to Innovative customers. If this sounds like an opportunity you are interested in, then we would love to talk to you

About You - experience, education, skills, and accomplishments

  • Bachelor's degree in computer science, or other related fields or equivalent work experience.
  • 2 years of experience providing customer support in a technical environment.
  • 2 years of experience providing Linux/UNIX/Windows server support.
  • 2 years of experience working on two or more hardware platforms (Dell, IBM, SUN) and operating systems (Red Hat Linux, Centos, Windows).

It would be great if you also had . . .

  • Experience with C and Java stack tracing and debugging tools.
  • Experience with tape / enterprise backup solutions.
  • Detail-oriented approach with excellent follow-through, particularly in terms of documentation and procedures.
  • Ability to work both independently and as part of a team and to display consistently good judgment.
  • Strong commitment to great customer service.
  • Experience working with Innovative's Millennium or Sierra systems.
  • Experience working with web applications, scripting languages, network technologies, and/or relational databases (Oracle, Postgres, Apache, Tomcat, OpenSSL).
  • Experience troubleshooting networking, TCP/IP, SMTP, DNS, Virtualization (Hyper-V and VMware) and client/server technology.

What will you be doing in this role?...

  • Serve as a first line of Support for Sierra & Millennium ILS customers.
  • Establish and develop trust-based relationships with Innovative customers.
  • Employ advanced UNIX / Windows tools and techniques to be successful.
  • Develop & sharpen your expertise in the Sierra application stack.
  • Share your advanced knowledge with colleagues.
  • Partner daily with other Technical Support Analysts and Product Specialists to deliver technical and application support.
  • Provide emergency response support (in Site Down/Critical situations)
  • Escalate problems to second level of support when appropriate.
  • Document procedures and troubleshooting steps.

Hours of Work

  • Full time, permanent
  • Although duties are typically performed during normal business hours, off-hours work/on-call shifts may be required to meet customer and/or business needs.
  • Hybrid position in Ann Arbor (2-3 days a week in the office)

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

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