Staff Specialist Technical Supp Analyst
BMC Compuware
Pune, Maharashtra, India
6d ago

BU / Product Description :

BMC Product Support Operations

Primary Roles and Responsibilities :

  • Responsible for providing advanced technical support for complex problems to assist our global customers to keep their business running using our best-in-class products.
  • Provides courteous, efficient, and professional technical support over the phone and email to customers across a broad range of industries.
  • Uses professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.
  • Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.
  • Will have sufficient experience to be able to develop new investigative methods & procedures.
  • Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications / technologies.
  • Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems
  • Provides input for and participates periodically in projects or project teams.
  • Periodic weekend work will likely be required.
  • Experience / Qualifications :

  • 5 - 8 years of experience in diagnosing and troubleshooting technical issues.
  • Bachelor’s Degree (BE / B.Tech / BCA / MCA / B.Sc) with 5-7 years of hands-on experience in IT.
  • Mandatory skills require - Unix / Linux System security, Provisioning, Patching, LDAP, User Management
  • Intermediate Networking Concept, Shell Scripting
  • Container Concepts
  • Added AdvantageDatabase (Basics of PL SQL, DB-log analysis, system activity report, etc)Windows AdministrationVirtualization (VM Hypervisors, template-based provisioning, VM administration)Docker Container and KubernetesAWS / Azure
  • Hands-on experience of troubleshooting on operating systems
  • Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.
  • Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.
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