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
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.