Description

We are seeking a CARL Web Technical Support Specialist to provide expert-level assistance for CARL•X and CARL Web library management systems. The ideal candidate will troubleshoot technical issues, assist end-users, manage system configurations, and ensure optimal system performance. This role requires strong technical troubleshooting, customer support, and system administration skills, with experience in library automation software being a plus.

Key Responsibilities:

• Provide technical support for CARL Web and related library automation systems.
• Diagnose and resolve software, configuration, and connectivity issues related to the platform.
• Assist in system setup, updates, and maintenance to ensure seamless operation.
• Work closely with library staff, IT teams, and vendors to address technical concerns.
• Manage user access, permissions, and security configurations within the system.
• Document technical issues, resolutions, and best practices in support logs.
• Provide training and guidance to end-users on CARL Web features and functionalities.
• Monitor system performance, troubleshoot errors, and suggest improvements.
• Collaborate with development teams for bug fixes and feature enhancements.
• Support API integrations and troubleshoot system interoperability issues.

Required Qualifications:

• 2+ years of experience in technical support, IT helpdesk, or library systems support.
• Familiarity with CARL•X, CARL Web, or similar Integrated Library Systems (ILS).
• Strong troubleshooting skills in web-based applications, databases, and APIs.
• Experience with SQL, Linux, Windows Server, and web technologies (HTML, CSS, JavaScript) is a plus.
• Excellent communication and customer service skills to assist non-technical users.
• Ability to analyze logs, debug issues, and escalate complex problems.
• Experience working with libraries, educational institutions, or public sector IT is beneficial.

Preferred Qualifications:

• Knowledge of library automation systems and digital asset management.
• Experience with SaaS-based library platforms and cloud-hosted applications.
• Familiarity with REST APIs, JSON, and system integrations.