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Position Description:
Ex Libris Global Support Business Unit is seeking a representative for the 24/7 HUB operation which is meant to provide initial support to Ex Libris customers worldwide.

Responsibilities include:
Receive support incidents from internal and external clients
Work with control and monitoring systems
Preform the initial analysis of support incidents raised by customers of all company products
Resolve the issues customers raise and/or refer them to the relevant professional sources
Follow the incidents until resolution
Maintain communication with clients and different elements within the organization

Relevant education:
BA degree in a relevant field – Computer Science, Industrial Engineering or a relevant retraining course

Required professional experience:
Minimum 1 year of experience as a Linux system administrator
Basic understanding of network monitoring concepts and management tools, such as Nagios, Zenoss or similar.
Experience providing service and communicating with a large scale customer base
Experience in technical analysis
Knowledge in networking diagnosis


Familiarity with Linux, Unix, Oracle, My SQL – advantage
Experience in a round the clock call center, NOC or HUB – advantage
Knowledge in scripting language (C-shell, bash, Perl) – advantage
Knowledge in storage and backup – advantage
Knowledge in networking diagnosis – advantage


Required Languages
English at a very high level both written and spoken
Additional languages will be considered an advantage

Important skills / characteristics
Service oriented
Strong communication skills
Strong analytical skills and ability to collate and interpret data from various sources
Ability to work in a team and good rapport with others
Ability to independently learn
Organized and detail oriented

Candidate must be willing to work on a shift rotation basis

The representative will report to the Hub Team Leader

Residency in Jerusalem – an advantage

7+ years of experience with infrastructure, system and network Administration. Highly experienced with Security and Virtualization. Experience in managing data centers in multiple locations. Excellent skills in Linux/UNIX administration.