The Software Support Analyst / Engineer is a member of our Global Customer Support team. Located in our Watford office, the Support Analyst / Engineer will provide quality service and assistance to librarians and library staff in Europe, as well as interface with members of other departments to help resolve issues.
We are seeking candidates who will be passionate about providing excellent customer service and application support to customers worldwide.
To best serve those customers, the ideal Support Analyst will need the following :
Customer Service Expertise Recent customer service experience is required, ideally providing technical support for software.
Additionally, we seek someone who can demonstrate a strong customer focus and a logical thinker with a genuine interest in solving complex problems.
Education You must have a degree-level education in Information Technology, Information Systems, Library Sciences or a related discipline, or an equivalent qualification with evidence of knowledge / experience in a related industry or subject of academic study.
Tech Savvy Because you will be supporting large scale library management and resource discovery systems, prior experience providing software support is desirable, even if it was not the main function of your previous job.
Language Skills Fluent in French and English within a professional setting, verbal and written required
Web Application Support Experience We are candidates with work experience that includes the following technologies : Linux command line and shell scripting Website coding and troubleshooting Database query languages Analytical reporting tools (preferred)
Why this job is for you :
A passion for service to libraries SirsiDynix fosters a culture of outstanding customer service and support to libraries of all types and sizes, and we are a leading innovator in library technology.
If you have a genuine interest in the use of new technologies in libraries this role will really appeal to you.
A great team, with opportunities for advancement You’ll be working with a fantastic team in Watford, but you will also be part of a global operations team that provides 24-
hour support to SirsiDynix libraries everywhere. Many of our talented support analysts go on to become team leaders, project managers, trainers and consultants with us.
Comprehensive training, team-building exercises, and mentoring Our comprehensive training programme will not only help you to develop an in-
depth knowledge of our software systems and technologies, but will also provide you with real-world experience working in a team environment