Staff Specialist Technical Support Analyst - Guadalajara

Basic Information

Country:

Mexico

State:

Jalisco

City:

MEX Guadalajara_Distrito La Perla

Date published:

05-Apr-2021

Job ID:

29743

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 Staff Specialist Technical Support Analyst is responsible for providing a high-level expertise to support Monitoring products for Enterprise customers. The Job Scope includes troubleshooting issues related to Monitoring Products 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:

  • Provide Level-2 and Level-3 support for Monitoring Operations
  • Respond to and resolve all customer technical issues (via phone, e-mail, web)
  • Work with engineering team on customer escalations and help those 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
  • Contribute to Self-help initiatives and Knowledge Base Maintenance
  • Work within a global teamwork environment
  • Weekend support on rotational basis
  • Contribute to problem management and root cause analysis activities
  • 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 5-7 years in IT industry 
  • Knowledge and understanding of Monitoring 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
  • Analytics and reporting needs. 
  • 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.