Technical Support Analyst

Basic Information







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Description and Requirements

The IT Service Desk Engineer will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Office users as well as remote users at other BMC offices and home workers.
Dealing with incoming incidents in a professional, courteous manner over the phone/email & Chat. Taking ownership of incidents and managing them in a logical and methodical manner.
To analyze and resolve IT incidents with a varying degree of complexity.
Correctly logging incidents and request, categorizing and prioritizing them in line with team incident management practices.
Conducting full and thorough diagnostics with end users to enable first point of contact resolution.
Ensuring all Incidents/Request are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
Managing Incidents/Request through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Diagnosing and resolving problems to the customers satisfaction 
Maintain and develop knowledge database.
Identify and escalate repeat issues or service risks into service management teams. 
Sharing knowledge with team colleagues 
To contribute in IT projects involving the service desk and have a technical input when necessary.
Act as a SME, providing expertise to both team members and customers and handle any escalations within the shift.
Ability to learn new skills quickly – Ex supporting new applications.

Experience/ Qualifications:

Previous experience in IT Support – at least 3-4 years in a service desk or similar role.
Knowledge on Windows 7 /8 /10 to advance level.
Office 2010/2013/O365 to advance level
Strong understanding and working knowledge of Active Directory, Exchange Mailbox Administration, DNS, Group Policies, Domain Controllers.
Experience Supporting BYOD, Intelligent Hub, Airwatch, Mobile Iron, etc
Good Knowledge on Network Technologies and VPN.
Good knowledge of AV / Skype for Business and experience of their administration.
Strong understanding of Backup and Restoration methods.
Ability to articulate at a technical level appropriate to the circumstances and dealing with various IT stake holders.
Skills to deal with difficult and demanding customers.
Knowledge of Apple computer and software.
ITIL Framework
Graduate in any discipline
Ticketing tool experience.

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.