Technical Support Analyst

Basic Information

Country:

Canada

State:

Ontario

City:

Canada

Date published:

31-Mar-2021

Job ID:

29685

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.


BMC is seeking a smart, dynamic individual with a positive can-do mindset to join our team.

The Senior Technical Support Analyst (TSA) provides technical support for BMC products and related software products. The BMC TSA will be the primary interface between BMC and our customers, and will interact with BMC Customer Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues.

Responsibilities:
  • Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time 
  • Responding to and resolving all customer enquiries (via phone, e-mail, web) 
  • Identifying and reporting functional defects to higher levels of Support and R&D
  • Maintaining high level of customer satisfaction 
  • Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems 
  • Escalating service requests and issues appropriately in a timely fashion 
  • Exercise independent thought within defined procedures and practices 
  • Manage priorities and act on factors that create priorities 
  • Work collaboratively with other BMC product teams
  • Capture and share knowledge

Requirements:
  • 5-7 years of technical support or customer facing work experience 
  • Advanced analytical and problem-solving abilities 
  • Advanced verbal agility and fluent spoken and written communication skills English / Spanish / (Portuguese is a plus)
  • Ability to learn and effectively utilize Customer Support tools/resources 
  • Inquisitiveness to learn new products and ideas 
  • Expert on at least one operating systems (UNIX/Linux, Windows). 
  • Experience with platform virtualization (VMWare) 
  • Knowledge and understanding in VMWare, Windows/UNIX system administration 
  • Knowledge of functionality and performance of distributed computing platforms 
  • Knowledge and understanding of Database Administration, Oracle, SQL, DB2 etc. 
  • Knowledge and troubleshooting of operating systems. 
  • Data mining (Notepad ++, Vi/Vim)
  • Basic office skills (Word, Outlook, Excel)
  • Basic Concepts of ITIL and or ITIL Foundation Certification
  • Previous experience in handling global enterprise customers. 
  • Familiarity with Tomcat / WebLogic
  • Familiarity with HTML, XML, Java (run time)
  • Database and SQL experience, specifically Oracle and MS SQL 
  • Directory Service/LDAP/SAML, specifically Active Directory 
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy.
  • Experience with Java concepts (core Java) and applications
  • Advanced understanding of OOP (Classes, Objects, Inheritance, etc.)
  • Advanced knowledge of DB Normalization
  • BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications 


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.