Staff Technical Support Analyst
BMC Software
24d ago

BMC Software The Multi Cloud Management Company Any modern business must do two things really well : serve its customers the best way possible and introduce market-

changing innovation. At BMC we help you run your business as you reinvent it, with open, scalable, modular multi-cloud management solutions that bridge the divide between legacy and new IT.

92 of the Forbes Global 100 rely on BMC to accelerate their digital initiatives. With more than 35+ years of leadership in IT management solutions and over 10,000+ customers worldwide, BMC provides IT solutions that deliver speed, agility, and efficiency from mainframe to mobile to cloud and beyond.

Position Description : The Technical Support Analyst provides technical support for BMC products and related software products.

Job scope includes troubleshooting and solving issues of moderate to complex scope related to Cloud Lifecycle Management (CLM) product and SaaS offerings.

Collaborate with other engineers to drive to issues to resolution. Primary Roles and Responsibilities :

  • Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Act as knowledge champion helping improve the quality of Knowledge Base.
  • Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
  • Act as a resource of knowledge in your area(s) of expertise, whether it is a BMC Module, solution knowledge, or other experience.
  • Positively impacting high-value account(s) / customers through working on critical issues.
  • Identifies areas of business improvements and thus solving them with minimum direction
  • Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better
  • Qualifications :

  • Bachelor’s Degree (BE / B.Tech / BCA / MCA / B.Sc) with 5+ years of hands-on experience in IT. Minimum of 3+ years working directly on Technical Support Role.
  • Mandatory skills required on VM provisioning and related troubleshooting. Supporting SaaS products and related troubleshooting.
  • Exposure to AWS / Azure / Cloud Computing concepts
  • Strong Networking and Virtualization Concepts.
  • Basics OS (Windows and LINUX) based troubleshooting.
  • Added Advantage
  • Virtualization (VM Hypervisors, template-based provisioning, VM administration).
  • DevOps concepts.
  • Hands-on experience of troubleshooting using application logs.
  • Excellent Communication skills.
  • It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

    Add to favorites
    Remove from favorites
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form