Staff Specialist Technical Support Analyst - Guadalajara

Basic Information

Country:

Mexico

State:

Jalisco

City:

MEX Guadalajara_Distrito La Perla

Date published:

30-Nov-2020

Job ID:

28632

Travel Amount:

None

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.
Who we are and what we do?

At BMC, transformation is everything. It’s how we bring IT to life for more than 20,000 customers worldwide—82% of the Fortune 500 to be exact. And it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, especially their own. 300+ patents give our customers a strong competitive edge.

We have 35 years of market leadership in the IT management solutions. We also have the energy, optimism, opportunities, and private financial backing that makes us feel—and act—more like a start-up that knows no limits. 

For you, that means the chance to do more and be more—not only making incredible things happen with technology but also reinventing the BMC business right now. 
A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation. That’s BMC.

What do the analysts say?

We can talk about being best in class, but it means much more when you hear it from unbiased third parties. Gartner and Forrester continually place us ahead of our primary competitors.
Gartner announced BMC Software as a leader for the seventh consecutive year in the October 2020 Magic Quadrant for IT Service Support Management Tools (ITSSM).
 
Position Description

The Application Support Engineer is responsible for providing a high level expertise to support Remedy SaaS products for Enterprise customers. The Job Scope includes trouble-shooting issues related to ITSM, CMDB, MYIT , SMART IT & Reporting  products on multiple operating systems, databases and networks, to provide a timely and accurate response to our customers. Report and validate design defects and enhancement requests.
 
Primary Roles and Responsibilities:

Provide Level-2 and Level-3 support for Remedy OnDemand operations
Respond to and resolve all customer technical issues (via phone, e-mail, web)
Work with engineering team on customer escalations and help those fixing issues
Maintain high level of customer satisfaction
Maintain clear and concise ticket documentation with all required data and fields 
Escalate service requests and issues appropriately to 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 technical area
Contribute to Self help initiatives and Knowledge Base 
Work within a global teamwork environment
Weekend support on rotational basis
Contribute to problem management and root cause analysis activities
This is 24*7 operations support so flexibility to work in shifts

Qualifications:

BS degree in CS/EE or equivalent experience 
Technical Customer support experience
Excellent written and verbal communication skills
Customer handling skills
Fluent in English, written and verbal 
Strong debugging/troubleshooting skills 
Overall experience of 5-7 years in IT industry 
Knowledge and understanding of BMC-Remedy Products
Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux) 
Familiarity with HTML, XML, Java (runtime)
Database experience, specifically Oracle and MS SQL 
Directory Service/LDAP, specifically Active Directory 
Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
Certified or very familiar with ITIL
Desired experience with AWS and/or MS Azure

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 never asks for payment from individuals seeking employment with the company.

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