Staff Technical Support Analyst - Remote

Basic Information

Country

United States

State

NA

City

Remote

Date Published

19-Nov-2021

Job ID

32324

Travel Amount

None

Description and Requirements

Mainframe Associate TSA’s demonstrate basic support experience and/or product knowledge.  With in-house training, able to solve basic product issues independently and more complicated issues with assistance.  A good foundation in technical terminology and strong working knowledge of computers and applications are required.  Good written and oral communication skills are required.  Associate TSAs should be able to multitask and provide rapid response and quick turnaround on customer issues. TSA’s need to follow and apply BMC policies and procedures when working customer issues.

This job is focused around the Z/os DB2 database and utilities managing customer data.

Job functions include:
- Provide direct technical customer support for problem escalation of customer issues.
- Perform thorough problem analysis resulting in resolution of product related problems.
- Fully understand the product and how it is deployed in a customer environment.
- Work emergency customer issues within BMC support standards.
- Provide complete documentation of all customer issues and resolutions.
- Provide up to date status information on all case work.
- Communicate effectively with BMC maintenance and development teams.
- Manage multiple simultaneous tasks/cases.
- Work with the documentation group to ensure dissemination of high impact changes. 
- On call support (rotating schedule)

Required Skill / Competencies:

Customer-service oriented.
Communication skills (verbal & written) and customer handling skills
Proven problem solving and analytical ability.
Excellent organizational/time management skills.
Ability to handle multiple tasks concurrently.
Analytical and problem-solving abilities 
Ability to learn and effectively utilize Customer Support tools/resources 
Inquisitiveness to learn new products and ideas 
BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications 
z/OS experience
DB2 knowledge 

#LI-Remote
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