Systems Librarian @ Innovative

Posted by Leila Gibradze on
The Systems Librarian provides increased domain expertise for Innovative’s support organization and offers necessary phone and Email support for the broad range of issues reported by our customers.

DUTIES AND RESPONSIBILITIES
Essential Functions:
• Provides extensive telephone and email support for customers using Innovative software on large multi-user UNIX systems.
• Uses UNIX, SQL, and propriety utilities to analyze, troubleshoot, document, and resolve application issues reported by customers.
• Works with customers with varying levels of technical expertise to effectively pursue and resolve issues in an expedient manner.
• Utilizes chat group and other communication methods to isolate answers to complex troubleshooting problems.
Additional Responsibilities:
• Develops strong working relationships across Support and other departments at Innovative.
• Contributes to the support knowledge base/procedures as necessary.

To be successful in this position it is imperative that you be an analytical and organized person.  You need to be great at logic puzzles.  Troubleshooting is a skill that requires analytical and critical thinking.  You will not enjoy this work without this skill.  You will need to be organized and able to prioritize multiple tasks based on clear criteria that we provide.  You will need to be able to communicate with librarians at our libraries clearly and with empathy.  Most of your communication will be by email and IM (colleagues only), however, you will need to speak on the phone to librarians at our customer libraries sometimes as well.  This is not a “call center”, but we do have a support line and some of our libraries call in for urgent questions or to clarify any reported problems and requests.
This position’s starting salary is around $48-50k. You can either relocate to Syracuse, NY — It’s a lovely town with a great group of young librarians and support engineers who work in the office there, or we can offer work from home.  For working from home, you will need high-speed internet.  You can be reimbursed for your internet and we will provide you with needed hardware (laptop, etc).  The normal hours are M-F, 8-5 or 9-6 hours with your one-hour lunch break.  We also offer health, dental, vision, and very generous PTO.
If you have questions about the job or would like to discuss you can reach out to me for more information.  Email: samantha.amber.cunning@gmail.com