BU Description:

As a BMC Technical Support Specialist you will be part of BMC Helix Support Operations team supporting and managing hundreds of customers on Helix from across various Public and Private cloud platforms .You'll be part of the  support function for Helix ITSM/ SmartIT / Smart Reporting/CMDB/DWP product lines.

A Staff Specialist Technical Support Analyst is responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes. 

Primary Roles and Responsibilities:

• The position requires close communication with multiple departments while maintaining issue ownership. 
• The analyst must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.
• You will Provide support to our customers and partners while being an advocate for their requests.
• The analyst has to continually increase knowledge of the BMC product suite and other related technologies.
• You should be able to communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
• You have to understand and abide by escalation procedures and interdepartmental policies
• You have to utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient
• You have to act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience

• Fluency in English essential
• 5+-12years of experience of supporting customers
• Experience in Remedy ITSM is essential
• Experience in BMC Remedy product line experience across all modules (ARS, Service Desk, Change Management, SRM, Asset Management, CMDB, DWP, DWPA, Analytics/Smart Reporting, SSO/ RSSO)
• Fundamental understanding of a Windows and LINUX-based operating system is require.