Technical Support Analyst

Basic Information







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Description and Requirements

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.
BU Description:
The Support Services organization under IS&T is responsible for providing L2 support for various applications to all the users within BMC. Candidate will be part of the Digital Solutions L2 Application Support team and will be responsible for providing technical support for applications developed in Java, and other SaaS based applications. Job scope includes ability to understand the different components of a typical web application and be able to help with technical support related requests and issues. 
Must have worked in a similar capacity with ability to work as a team and drive requests/issues to resolution.

Primary Roles and Responsibilities:
Individual Contributor position reporting to the Manager.
Should be able to understand Java code and be able to code in Java
Must have knowledge of HTML, CSS, and JavaScript
Should have the ability to go through the logs and debug application issues
Investigate, understand, and help the users with their requests/issues
Handle user communication over phone, instant messenger or email.
Work with the development team to get defects fixed and enhancements done.
Participate in projects and work on some code development
Willingly to work on any new technology if required
Support monthly maintenance activities done over the weekend.
Handle on call responsibility in rotation (once every 3-4 weeks).
Support disaster recovery activities.
Will have to work in 2nd shift (3PM to 12AM) in rotation (once every 2-3 weeks).
Willing to work over the weekend and holidays, whenever required.
This is technical support position with some development work involved.

Experience/ Qualifications:
Preferably a BE/MCA/BCA in Computers/Information Technology
Must have proven experience of 3-4 years in a similar capacity.
Should have a good understanding of how web applications in general work
Must have Java programming knowledge.
Must have knowledge of HTML, CSS, and JavaScript
Good knowledge of Databases and SQL queries
Knowledge of SharePoint would be a plus
Knowledge of Master Data Management would be a plus
Knowledge of Angular JS, NodeJS, and Python would be a plus
Knowledge of Artificial Intelligence / Machine Learning would be a plus
Ability to analyze application logs.
Good verbal and written communication
Should have basic office applications skills (Word, Outlook, Excel)
Creating Knowledge base of issues and their resolution.
ITIL knowledge.

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.

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