Staff Technical Support Analyst
BMC Software Inc
Pune, India
5d 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 :

Technical Support Analyst is responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers.

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 an 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) with3-5years of hands-on experience in IT. Minimum of2+ years working directly on Technical Support Role.
  • PC knowledge of Windows Operating System, Linux, and AIX
  • Super User skills of TSO and zOS Operating System
  • Websphere MQ knowledge
  • Database knowledge and ability to create SQL scripts
  • Network knowledge including usage of certificates and security
  • Hands-on experience of troubleshooting on operating systems.
  • Excellent Communication skills & experience of working with global customers.
  • Should be willing to work in rotational shifts.
  • Apply
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