Support Technical Analyst - z/OS

Basic Information

Country:

United States

State:

NA

City:

USA Office At Home

Date published:

20-May-2021

Job ID:

30162

Travel Amount:

up to 10%

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.
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.


BMC is seeking a smart, dynamic individual with a positive can-do mindset to join our team.

The Technical Support Analyst (TSA) provides technical support for BMC products and related software products. The BMC TSA will be the primary interface between BMC and our customers, and will interact with BMC Customer Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues.

Responsibilities:
Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time 
Responding to and resolving all customer enquiries (via phone, e-mail, web) 
Identifying and reporting functional defects to higher levels of Support and R&D
Maintaining high level of customer satisfaction 
Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems 
Escalating service requests and issues appropriately in a timely fashion 
Exercise independent thought within defined procedures and practices 
Manage priorities and act on factors that create priorities 
Work collaboratively with other BMC product teams
Capture and share knowledge
Willingness to participate in on-call support during evenings and weekends.
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 knowledge a plus
z/OS Storage Management concepts a plus 

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It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, 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, protected veteran status, 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.