Staff Specialist Technical Supp Analyst - India

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

11-Aug-2021

Job ID

31049

Travel Amount

up to 10%

Description and Requirements

Works directly with customers via phone, email, and chat sessions to enhance satisfaction and improve use of products. Responds to customer inquiries regarding products, features, and compatibility. Delivers solutions and implements workarounds by using technical knowledge to troubleshoot and diagnose software issues. May suggest configuration changes to improve product performance and meet customer needs. Analyzes, researches, and documents issues and adds resolution to knowledge base as input into product development and enhancement cycles. May publish knowledge articles for customers to reference in lieu of logging a help ticket. Issues that are very complex, technical, and require additional debugging are escalated to the product development team KNOWLEDGE, SKILLS, AND ABILITIES: Creatively solves complex tasks by applying judgement to select the best approach to achieve desired outcomes. Understands how function and role contribute to business goals. Assists more junior members of the team with their tasks and helps them understand how work contributes to business objectives. Collaborates well with other departments to achieve best results for company and customers. Plans and completes assignments independently with little supervision. EDUCATION AND EXPERIENCE: Bachelor’s degree or equivalent with a minimum of 6 years of professional experience OR advanced degree with 4 years of experience required.

BU/Product Description:

BMC Product Support Operations 

Primary Roles and Responsibilities:

·         Responsible for providing advanced technical support for complex problems to assist our global customers to keep their business running using our best-in-class products.

·         Provides courteous, efficient, and professional technical support over the phone and email to customers across a broad range of industries.

·         Uses professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.

·         Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.

·         Will have sufficient experience to be able to develop new investigative methods & procedures.

·         Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications/technologies.

·         Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.

·         Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.

·         Escalates issues and works directly with Research and Development to resolve complex support problems

·         Provides input for and participates periodically in projects or project teams.

·         Periodic weekend work will likely be required.

Experience/ Qualifications:

·         5 - 8 years of experience in diagnosing and troubleshooting technical issues.

  • Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 5-7 years of hands-on experience in IT.
  • Mandatory skills require - Unix/Linux System security, Provisioning, Patching, LDAP, User Management
  • Intermediate Networking Concept, Shell Scripting
  • Container Concepts
  • Added Advantage
    • Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
    • Windows Administration
    • Virtualization (VM Hypervisors, template-based provisioning, VM administration)
    • Docker Container and Kubernetes
    • AWS/Azure
  • Hands-on experience of troubleshooting on operating systems

·         Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.

·         Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.

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.