Remedy Helix Technical Support Analyst

Basic Information


United States




USA Office At Home

Date published:


Job ID:


Travel Amount:


Secondary Locations:

USA Houston

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 Application Support Engineer is responsible for providing a high level expertise to support Remedy Helix SaaS products for Enterprise customers. The Job Scope includes trouble-shooting issues related to ITSM , CMDB , DWP,DWP-C, SmartReporting , SMART IT  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 support for Helix ITSM SaaS .
  • 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
  • Generate Knowledge Base entries
  • Night and Weekend on call support on rotational basis
  • This is 24* 7  operations support so flexibility to work in different US time zones would be required


  • BS degree or equivalent degree
  • Excellent written and verbal communication skills
  • Customer handling skills
  • Strong debugging/troubleshooting skills
  • Overall experience of 6-8 years in IT industry
  • Strong experience of at least one of the BMC products like ITSM, AR Server MyIT, SmartIT, Smart Reporting is must
  • Knowledge and understanding of BMC-Remedy Products.
  • Experience with administration of Windows and Linux operating system
  • Familiarity with HTML, XML, Java (runtime)
  • Database experience, specifically MS SQL
  • Directory Service/LDAP, specifically Active Directory
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.

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. BMC never asks for payment from individuals seeking employment with the company.

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