Staff Technical Support Analyst
BMC Software Inc
Pune, India
15h ago

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.

Every BMC employee has the potential to have a tremendous impact on customer success and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day.

You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Position Description : A Staff Technical Support Analyst is responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes.

The position requires close communication with multiple departments while maintaining issue ownership. The analyst must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.

Primary Roles and Responsibilities :

  • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
  • Develops competence and expertise in routine tasks, gaining specialized knowledge of the relevant BMC technologies.
  • Troubleshoots basic to intermediate problems, recommends appropriate actions and manages competing priorities.
  • Uses professional concepts and company policies and procedures to solve a variety of problems of moderate scope, where analysis of situations or data requires a review of identifiable factors.
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
  • Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles.
  • Troubleshooting : develops competence and expertise in the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
  • Uses written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems
  • May work on customer support related projects as assigned.
  • Periodic weekend work will likely be required once appropriate levels of expertise are reached.
  • Qualifications :

  • Bachelor’s Degree (BE / B.Tech / BCA / MCA / B.Sc) with 5-7 years of hands-on experience in IT. Minimum of 3+ years working directly on Technical Support Role.
  • Hands on Application Troubleshooting Experience on Remedy AR Server / ITSM.
  • BS degree in CS or related technical field OR equivalent experience in programming software for systems and / or applications.
  • Knowledge of LDAP, Databases SQL Server / Oracle and Java is an added advantage.
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