Staff Technical Support Analyst - TrueSight

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

21-Mar-2022

Job ID

33267

Travel Amount

up to 10%

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.

Position Description:
The Staff Specialist Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues. 

Primary Roles and Responsibilities:
  • Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Act as knowledge champion helping improve the quality of Knowledge Base.
  • Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
  • Act as a resource of knowledge in your area(s) of expertise, whether it is a BMC Module, solution knowledge, or other experience.
  • Positively impacting high-value account(s) / customers through working on critical issues.
  • Identifies areas of business improvements and thus solving them with minimum direction
  • Shares knowledge as a process, mentors team members, and invests time in helping the whole team perform better
Qualifications
  • Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 7-9 years of hands-on experience in IT. 
  • Linux/Unix Certification is a plus
  • Willingness to work on Truesight Operations Management (TSOM), BPPM in a Technical Support Role.
  • Strong knowledge on one of the UNIX/Linux operating systems. 
  • Basic knowledge of windows and experience on application/production servers.
  • Knowledge and understanding of basic networking concepts.
  • Have exposure in handling global enterprise customers.
Added Advantage
  • Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
  • Windows Administration – Active Directory, Domain controllers.
  • Knowledge of cloud, virtualization, Dockers, Kubernetes.
  • Hands-on experience of troubleshooting on operating systems.
  • Excellent Communication skills & experience on working with global customers.
  • Good troubleshooting skills and Flexible with work hours.
  • Ready to work in rotational shift. 

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.
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.