Technical Support Analyst - Pune

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Secondary locations

IND - Bangalore WeWork

Description and Requirements

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.

Job Role

Provides technical support for BMC products and related software. Job scope includes, troubleshooting and solving customer issues which may be moderate to complex in nature. Collaborate with engineers to drive the issues to resolution and ensure customer satisfaction.

Duties and responsibilities

• Ensure cases are worked upon within the agreed SLA/OLA

• Taking ownership of customer issues reported and seeing problems through to resolution

• Diagnose and troubleshoot technical issues related to BMC products.

• Ask customers targeted questions to quickly understand the root of the problem

• Respond to and resolve all customer inquiries (via phone, e-mail, WebEx).

• Refer to internal knowledge base or to provide accurate tech solutions.

• Contribute to content and quality of Knowledge Base.

• Demonstrate the ability to have strategic conversations with our customers

• Prioritize and manage several open issues at one time.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues.

• Positively impact high value account(s) / customers through working on critical issues.

• Presents & collaborates on ideas with peers and leadership. Takes responsibility for leading and/or delivering proposed improvements.

• Work with the team to address individual as well as team backlog.

• Shares knowledge as a process and invests time in helping the whole team perform better.


• Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 4-7 years of hands-on experience in IT. Minimum of 2+ years working directly on a Technical Support Role or a system Administrator role.

• Microsoft/Linux Certification is a plus

• Good to have ITSM technical support knowledge.

• Knowledge of Windows Server and Desktop operating systems.

• Knowledge of Microsoft SQL.

• Knowledge of Windows IIS.

• Knowledge of Active Directory.

• Knowledge and understanding of networking concepts.

• Have exposure in handling global enterprise customers.

Working conditions

• Ready to work in Night Shift.

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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