Basic Information

Country:

United States

State:

Texas

City:

Houston

Date Published:

27-Aug-2024

Job ID:

43082

Travel:

You may occasionally be required to travel for business

Additional Locations:

Houston

Description and Requirements

CareerArc Code

CA-JR

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! 

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

Our IS&T (Information Services and Technology) department provides all the required technology and operational support services to run our business here in BMC! We have over 200 servers on premises to support production, disaster recovery, databases, applications and over 1000 servers in Lab environment. IS&T is transformational not only for BMC but also for the customer experience, because we give a 360 degrees view to the customer about the products they should know, opportunities in the pipeline, and any service issues outstanding with the customer. We use cutting-edge technologies to manage BMC's infrastructure and showcase it to the customers – program is called BMC on BMC!

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

At BMC, we provide comprehensive 24/7 IT support to all our end-users. Our Level-1 team manages initial inquiries, escalating unresolved issues to our global Level-2 support teams. If further local support is needed, the issue is escalated to our Level-3 team, based in Houston, Texas. This office-based role requires close collaboration with colleagues in Houston.

Key Responsibilities:

Support end-users across the United States, Canada, and South America.
Manage and troubleshoot IT hardware including laptops, desktops, mobile devices, tablets, and Apple Macs.
Image and set up Windows and Mac devices.
Handle incoming requests for new mobile device orders, coordinating with regional carriers as defined by BMC.
Assist in IT asset management, including tracking, recovery, and recycling of old assets.
Provide support for Windows 11, MacBook iOS, Office 365, McAfee, anti-virus software, BitLocker, encryption, network printers, Outlook, SharePoint, Microsoft Teams, Active Directory (user/server admin/permissions), JAMF, CrowdStrike, Beyond Identity, Commvault, and Zoom.
Support unified communications platforms, including video conferencing and VOIP systems; knowledge of Polycom is a bonus.
Perform on-call duties, including working early or late as needed.
Manage mobile device desktop (AirWatch) and AWS Virtual Desktop (VMware/Parallels).
Handle stressful end-user situations professionally.
Contribute ideas and improvements to work processes across multiple locations.

To ensure you’re set up for success, you will bring the following skillset & experience:

4-6 years of remote support experience in IT or a customer-facing role required.
Strong written and verbal communication skills in English; additional languages are advantageous.
Experience with IT asset management and recovery.
Ability to handle and lift equipment up to 30 lbs.
Experience with Windows 11, MacBook iOS, Office 365, and related technologies.
Familiarity with unified communications platforms and video conferencing systems.
Experience with MDM solutions (e.g., AirWatch) and AWS Virtual Desktop (VMware/Workspace).
3-5 years of Mac experience is a plus.
Bachelor’s degree in computer science, Engineering, or a related field (B.Sc., B.E., or MCA), would be a plus.
ITIL Foundation certification preferred.
Ability to manage competing priorities in a dynamic environment.
Prior experience with desktop imaging and or scripting is required.
Note: This role requires office presence in Houston, Texas, and involves collaboration with local and global teams.

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

Looking for more details about our benefits? You can also learn all about them by clicking on the following link: https://guide.mybmcbenefits.com/

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $61,050 - $101,750

Min salary

61,050

Mid point salary

81,400

Max salary

101,750