Staff Technical Support Analyst - India

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

14-Mar-2019

Job ID:

25180

Description and Requirements

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) with 3-5 years of hands-on experience in IT. Minimum of 2+ 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 on working with global customers.
  • Should be willing to work in rotational shifts.
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.