Technical Support Analyst - RemedyForce

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

11-Oct-2022

Job ID

35380

Travel Amount

None

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.

Position Description:

The Staff Specialist Technical Support Analyst/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, and WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Act as a knowledge champion helping improve the quality of the 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.
  • Working on critical issues positively impacts high-value account(s) / customers.
  • 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

QUALIFICATION:

  • Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 7-9 years of hands-on experience in IT. Minimum 7 years in a Technical Support Role with software products.

·       Experience with Salesforce Administration.

·       Certification – Salesforce Administration or Salesforce App builder

  • Basic knowledge of windows and experience with 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, and Kubernetes.
  • Hands-on experience in troubleshooting operating systems.
  • Excellent Communication skills & experience in working with global customers.
  • Good troubleshooting skills and Flexible with work hours.
  • Ready to work in rotational shift. 

DESIRED AND REQUIRED SKILLS:

·       Experience in BMC Remedy tools.

·       ITSM product support experience (Service now, HP, CA, Cherwell)

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.