Technical Support Analyst

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

08-Sep-2021

Job ID

31326

Travel Amount

up to 10%

Description and Requirements

BU Description:

BMC Helix Support Operations – supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.

Primary Roles and Responsibilities:

  • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. 
  • Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
  • Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. 
  • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
  • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. 
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
  • Manages customer expectations and competing priorities.
  • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems.
  • May work on customer support related projects as assigned.
  • Periodic weekend work will likely be required.

Experience/ Qualifications:

·       5-12 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.

·       In depth troubleshooting and analytical knowledge in these BMC product areas.

·       Bachelor degree from any stream – Full Time



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.
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