Description

About You – experience, education, skills, and accomplishments 

  • BSc in Computer Science, Engineering, or relevant field
  • Knowledge in computers and information systems
  • Working experience with SQL/ Oracle DB, XML/HTML, TCP/IP
  • At least 3 years’ experience in developing or supporting enterprise software using any of the following - J2EE/JSON/REST/API/XML/Spring/Ruby, Oracle, Postgres databases, SQL, Apache and Tomcat web servers, Bash
  • Experience working as Tier 1 level support and/or helpdesk function.

 

It would be great if you are having

  • Working in library information technology and/or Software industry
  • System analysis, troubleshooting, debugging code
  • Strong commitment to great customer service

 

What will you be doing in this role?

  • Serve as a Level 1 technical support for Polaris and Vega ILS customer
  • Perform problem analysis/troubleshooting and implement corrective and preventive measures to prevent recurrence.
  • Use our ticketing system to work on and resolve incident tickets & service requests
  • Escalate tickets that require Level 2/3 support
  • Timely communication to customer the status of their ticket every step of the way, updating customer of any changes related to their issue
  • Make sure that tickets aren’t “stale” throughout the process
  • Provide technical solutions & best practices.
  • Interact with internal departments (development, cloud, etc.) and customer.
  • Become a knowledge domain expert for Polaris and Vega software.

Key Skills
Education

BSc in Computer Science

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