Staff Technical Support Analyst - India

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

03-Apr-2019

Job ID:

25349

Description and Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Position Description:
The Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues. 

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 7-9 years of hands-on experience in IT. Minimum of 5+ years working directly on Technical Support Role.
  • Linux/Unix Certification is a plus
  • Strong knowledge on one of the UNIX/Linux operating systems. 
  • Basic knowledge of windows and experience on application/production server.
  • Knowledge and understanding of basic networking concepts.
  • Have exposure in handling global enterprise customers.
  • Added Advantage
    • Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
    • Windows Administration – Active Directory, Domain controllers.
    • Virtualization (VM Hypervisors, template based provisioning, VM administration)
  • Hands-on experience of troubleshooting on operating systems.
  • Excellent Communication skills & experience on working with global customers.
  • Good troubleshooting skills and Flexible with work hours.
  • Ready to work in rotational shift. 

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.