Technical Support Analyst

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