[colug-jobs] Support analyst - Linux experience needed!

[Peter Kukla]

Hi COLUG-volken,

This is a position supporting customers of OCLC, an internationally-known organization based in Dublin.  Specifically, the job's primary support is for the CONTENTdm product, which essentially is a non-relational, non-SQL database.  CONTENTdm runs on Linux, and I really want to build the Linux knowledge in the support team.  I'm hoping that someone out there might have the experience and interest to apply.
This job is not a boring "mindlessly read answers from a script" support job.  Rather, the questions tend to be all over the map, and in my opinion the skills learned from working on Linux help in researching these questions.

You can find the original posting and information about applying for the position here:  http://www.oclc.org/en-US/careers/view.html - see Job ID 2517


OCLC, a worldwide library services organization headquartered in Dublin, Ohio, is a leader in information technologies and innovative online services. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries cut costs while keeping pace with the demands of our information-driven society.
Responsibilities

The Support Analyst is responsible for:

   - Answer incoming support requests in a blended support environment, and place outgoing proactive calls, resolving nearly all requests presented, to ensure that users receive workable solutions.
   - Document all support activity within the CSD call tracking system(s) to ensure accurate reporting and trend identification, and to help maintain a history that will facilitate ongoing troubleshooting activity for specific users.
   - Discover, research, test, and document new, valuable support information for CSD’s Knowledge Base in order to ensure that answers and solutions are consistent, accurate, and more readily available to users and Regional Service Providers.
   - Act as a liaison with other sections, departments, divisions, or organizations, so that OCLC users can rely on CSD to coordinate support efforts on their behalf as needed to provide solutions and answers.
   - Assist the corporation in understanding customer responses to specific product offerings and desires for product enhancements, so that OCLC can continue to improve the functionality and quality of its products/services.
   - With supervision participate in new product implementation activities to help ensure CSD support readiness and better product quality/usability.
   - For specialized topic areas, assist in evaluating the technical expertise of CSD staff, help identify individual or group skill gaps, and provide training in order to improve our ability to provide consistent, efficient solutions for users.

 
Qualifications

   - Position requires a Bachelor of Science degree in a business or computer based discipline, or an equivalent academic/work experience combination
   - 1-2 years experience providing technical support in a customer service environment, or equivalent expertise, with relevance towards technical support of microcomputer devices, software, operating systems, local and wide area networking, the Internet, and the web.
   - Ability to install and configure desktop and server software products for use with any supported operating system and telecommunications environment.
   - Familiarity with third party software and environments, especially MS-Windows and communications software.  Working knowledge of web browser configurations, multiple versions
   - Strong problem solving skills.
   - Strong verbal and written communication skills.
   - Ability to handle high stress situations effectively with tact and diplomacy.
   - Knowledge of UNIX, Linux and Windows operating systems. HTML / IIS knowledge

Desirable But Not Required

   - Experience with technical and functional support/troubleshooting of complex online services, micro-software, distributed systems, and telecommunications access methods, including the ability to write, debug, and install software for accessing and operating those products and services (e.g., macro and scripting languages.)
   - Working knowledge of personal computer and network hardware such as: memory management techniques, servers, LAN cabling, terminal servers, communications ports and protocols; including the ability to install, configure, operate, diagnose, and oversee the repair of desktop and communications hardware.
   - Ability to troubleshoot and support telecommunications facilities with users and vendors, including Internet protocol, connectivity and tools
   - Familiarity with third party software and environments including local systems, local area networks, and firewall/proxy server issues, so as to resolve problems operating OCLC products in these non-OCLC system environments.
   - Spanish/Portuguese written and verbal skills.
   - Functional knowledge of web user interface technologies (plug-ins, Flash, CSS, and Java etc.)  as well as web development tools(JavaScript, PHP)

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