Staff Technical Support Analyst - Mid Tier/AR Server

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

21-Mar-2022

Job ID

33265

Travel Amount

up to 10%

Secondary locations

IND Bangalore II

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.


Primary Roles and Responsibilities:

  • Provide Level-2 support for Remedy
  • Respond to and resolve all customer technical issues (via phone, e-mail, web)
  • Work with the engineering team on customer escalations and help them fix issues.
  • Maintain a high level of customer satisfaction
  • Maintain clear and concise ticket documentation with all required data and fields
  • Escalate service requests and issues appropriately to the 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 the technical area
  • Generate Knowledge Base entries

Technology skills – Web; Tomcat; java scripts; Load Balancer; Webservices; CSS; WebLogic; WebSphere; fiddler; browser debugging.

Qualifications:

  • BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications. With 5-8 Years of hands-on experience in IT.
  • Hands-on Application Troubleshooting Experience on Remedy Products.
  • Knowledge of SQL Server is an added advantage.
  • Excellent Communications Skills is a must.

Special Considerations:

  • Willing to work in AP/EMEA/India shifts / rotational shifts.
  • Weekend and holiday work may be required

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 will never ask for payment in exchange for employment.

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