Staff Specialist Technical Support Analyst - India
BMC Software
Pune, Maharashtr, India
4d ago
source : CareerArc Group LLC


Description and Requirements From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

Position description A Staff Specialist 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 :

  • Provide support to our customers and partners while being an advocate for their requests.
  • Maintain ownership and follow through consistently on the communication of all Support Issues
  • Continually increase your knowledge of the BMC product suite and other related technologies.
  • Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Understand and abide by escalation procedures and interdepartmental policies
  • Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient
  • Act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience
  • Perform job requirements on a daily basis with a high level of autonomy
  • Develop a high level of skill using our internal resources
  • Exhibit strong documentation skills
  • Qualifications

  • 7+ years of experience
  • Experience in Remedy ITSM is must
  • Experience in one or more modules of CMDB, AR Server like Incident / Change / Problem / Knowledge etc is must
  • Experience required in My IT / Smart IT or Smart Reporting.
  • Fundamental understanding of a Windows and LINUX-based operating system is required.
  • 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.

    BMC never asks for payment from individuals seeking employment with the company.

    If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

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