Technical Support Analyst - India

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

17-Dec-2018

Job ID:

24703

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:
 
A Technical Support Analyst is responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes. The position requires close communication with multiple departments while maintaining issue ownership. The analyst must be proficient in documentation and have the ability to work independently on support issues all while following departmental policies.

Primary Roles and Responsibilities:
  • Provide support to our customers and partners while being an advocate for their requests.
  • Maintain ownership and follow through consistently on  communication of all Support Issues
  • Continually increase your knowledge of the BMC product suite and other related technologies.
  • Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Understand and abide by escalation procedures and interdepartmental policies
  • Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient
  • Act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience
  • Perform job requirements on a daily basis with a high level of autonomy
  • Develop a high level of skill using our internal resources
Qualifications:
  • 3+ years of experience, Minimum 2 years’ experience in Technical Support.
  • BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications.
  • Hands on Application Troubleshooting Experience on Remedy Products.
  • Knowledge of SQL Server/Oracle is an added advantage.
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.