Associate Technical Support Analyst - India

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

03-Jan-2022

Job ID

32586

Travel Amount

up to 10%

Description and Requirements

Position Summary

The Technical Supp Analyst and Assoc Technical Supp Analyst II are responsible for supporting Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions.

The goal is to support all customers according to and within the agreed customer and inter-departmental Service Levels and to attain the targets, metrics and objectives set monthly & quarterly.

Essential Job Functions

·       Support Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions.

·       Having good understanding of Workflow in remedy.

·       Develop and maintain foundation data.

·       Troubleshoot and resolve customer-reported issues.

·       Provide access rights/Security Administration.

·       Understands software and hardware fundamentals and Basic Knowledge on Unix and Database.

·       Work in collaboration with different teams to resolve escalated issues.

·       Follow processes to submit change requests.

·       Rotational Shift with no fixed Saturday/Sunday Holiday.

·       Perform L1 level activities (account creation/restart/cache/log collection).

·       Excellent customer interaction, excellent documentation, good problem-solving abilities.

·       Providing on-call support and production support is required.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.

Key Relationships

This position holds key relationships with the BMC Software customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Customer Contact Centre Director, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

Education, Experience and Special Skills

  • Customer service and interpersonal skills.
  • Problem solving ability.
  • Ability to learn quickly.
  • Good Time Management.
  • Attention to detail and ability to follow procedures.
  • Team player.
  • Excellent oral and written communication skills.
  • Self-motivated.
  • Fluency in English.
  • General I.T. knowledge is essential.
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.