Senior Technical Support Analyst - Guadalajara

Basic Information

Country:

Mexico

State:

Jalisco

City:

MEX Guadalajara_Distrito La Perla

Date published:

05-Apr-2021

Job ID:

29744

Travel Amount:

None

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 Senior Technical Support Analyst is responsible for providing a high-level expertise to software enterprise solutions for external customers. The Job Scope includes troubleshooting issues related to BMC software on multiple operating systems, databases, and networks, to provide a timely and accurate response to our customers. Report and validate design defects and enhancement requests.

 

Primary Roles and Responsibilities:

  • Proactively leads improvement initiatives for the support team
  • Drives problem management and root cause analysis activities
  • Coaches other members of the team to achieve team goals
  • identifies and drives Self-help initiatives and Knowledge Base Maintenance
  • Provide Level-2 and Level-3 support for BMC solutions
  • Respond to and resolve all customer technical issues (via phone, e-mail, web)
  • Work with product engineering team on customer escalations and help them fixing issues
  • Maintain high level of customer satisfaction
  • Maintain clear and concise ticket documentation with all required data and fields
  • Escalate service requests and issues appropriately to engineering team
  • Exercise independent thought within defined procedures and practices
  • Manage priorities and act on factors that create priorities
  • Prepare for and support new products within technical area
  • Work within a global teamwork environment
  • Weekend support on rotational basis
  • This is 24*7 operations support so flexibility to work in different shifts

Qualifications:

  • BS degree in CS/EE or equivalent experience
  • Technical Customer support experience
  • Excellent written and verbal communication skills
  • Customer handling skills
  • Fluent in English, written and verbal
  • Strong debugging/troubleshooting skills
  • Overall experience of 8+ years in IT industry
  • Knowledge and understanding of BMC Solutions is a plus
  • Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
  • Familiarity with HTML, XML, Java (runtime)
  • Database experience, specifically Oracle and MS SQL, or other databases knowledge
  • Directory Service/LDAP, specifically Active Directory
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
  • Certified or very familiar with ITIL
  • Containers knowledge is a plus
  • Experience with Java concepts (core Java) and applications
  • Tests, Monitors, manages, and validate BI activity, including data extraction, transformation, movement, loading, cleansing, and updating processes.
  • Workflow process experience
  • Intuitive/Risk-Taking
  • Decision Making
  • Organization
  • Administration infrastructure support

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. 

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