Associate Technical Support Analyst - India

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

10-Mar-2022

Job ID

33183

Travel Amount

up to 10%

Description and Requirements

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.
The Technical Support Analyst is 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. 
Your 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

  • You’ll 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.
  • You should have good understanding of Workflow in remedy.
  • You have to develop and maintain foundation data.
  • You must know how to troubleshoot and resolves 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.

Education, Experience, and Special Skills

  • Excellent Customer service and interpersonal skills.
  • Should have good Problem-solving ability and ability to learn quickly.
  • Good Time Management skills and excellent team player.
  • Attention to detail and ability to follow procedures. 
  • Fluency in English, Excellent oral and written communication skills. 
  • General I.T. knowledge is essential.
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.

Country (Req)

India