Customer Technical Support Specialist - Remedy ITSM

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

30-Sep-2022

Job ID

35298

Travel Amount

up to 10%

Secondary locations

IND Bangalore II

Description and Requirements

#LI-SD2
BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

BU Description:

As a BMC Technical Support Specialist, you will be part of the 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 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 a BMC Module, solution knowledge, or other experience
Experience Needed and Experience Offered:
  • 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)
  • A fundamental understanding of a Windows and LINUX-based operating system is 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.