Position Description : The Technical Support Analyst provides technical support for BMC products and related software products.
Job scope includes troubleshooting and solving issues of moderate to complex scope related to Bladelogic Server Automation product and integrations.
Collaborate with other engineers to drive to issues to resolution. 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 a 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 a 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
Bachelor s Degree (BE / B.Tech / BCA / MCA / B.Sc) with 3-5 years of hands-on experience in IT. Minimum of 2+ years working directly on Technical Support Role.
Mandatory skills required on Unix / Linux System security, Provisioning, Patching, LDAP, User Management, Volume Management
Basic Networking Concept, Shell Scripting.
Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
Virtualization (VM Hypervisors, template-based provisioning, VM administration)
Hands-on experience of troubleshooting on operating systems.
Excellent Communication skills