Customer Technical Support Analyst -BMC Patrol

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

01-Nov-2021

Job ID

32110

Travel Amount

up to 10%

Description and Requirements

Position Description:

The Staff 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 an 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 BMC Patrol in a Technical Support Role.

  • Strong knowledge on one of the UNIX/Linux operating systems. 
  • Basic knowledge of windows and experience on application/production server.
  • 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.