Technical Support Analyst

We are looking for a Technical Support Analyst to 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.About You – experience, education, skills, and accomplishments…Bachelor’s degree in Computer Science, Software Engineering, Information Systems or other related fields AND/OR equivalent combination of education and experienceLinux/UNIX/Windows server support experienceIt would be great if you also had…Experience providing customer support in a technical environmentExperience working on two or more hardware platforms (Dell, IBM, SUN) and operating systems (Red Hat Linux, Centos, Windows)Experience with C and Java stack tracing and debugging toolsExperience with tape/enterprise backup solutionsExperience working with Innovative’s Millennium or Sierra systemsExperience 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 technologyWhat will you be doing in this role?...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 systemsWorks 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 customersServe as a first line of Support for Sierra & Millennium ILS customersEstablish and develop trust-based relationships with Innovative customersEmploy advanced UNIX / Windows tools and techniques to be successfulDevelop & sharpen your expertise in the Sierra application stackShare your advanced knowledge with colleaguesPartner daily with other Technical Support Analysts and Product Specialists to deliver technical and application supportProvide emergency response support (in Site Down/Critical situations)Escalate problems to second level of support when appropriateDocument procedures and troubleshooting stepsDuties are typically performed during normal business hours; off-hours work/on-call shifts may be required to meet customer and/or business needsAbout the TeamOur team is comprised of colleagues across the Americas and the globe who are passionate about helping libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help library patrons.Hours of WorkThis is an hourly, 40 hour per week, hybrid position based out of one of our Clarivate US office locations with the expectation of being in the office 2-3 days per week.Opportunity to earn stipend and overtime for additional weekend work!Ability to be flexible with working hours across regions and time zones worldwide.Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled