Technical Supp Analyst

Basic Information

Country

United Kingdom

State

NA

City

Winnersh

Date Published

02-Sep-2021

Job ID

31278

Travel Amount

None

Description and Requirements

Come join a world-class support organization while learning Automation integration for some of the latest technologies such as Big Data, Cloud-based platforms, mobile applications, to name but a few. 

This position is integral to adding value to our customer relationships via the skills and service we provide. We believe in delivering world-class customer service and proactive user assistance. 

The mission of the Technical Support Analyst is to delight our customers via all aspects of the service and support experience.

In this role, you will be:

  • Provide courteous, efficient, and professional technical support over the phone and email. With continued follow-up until resolution or ensure proper escalation procedures are followed for unresolved issues.
  • Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
  • Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications.
  • Responsible for writing knowledge base articles and case documentation.
  • Conduct research on customer incidents and other duties as assigned.
  • Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
  • Escalate and work directly with Research and Development to resolve complex support problems
  • Validate, document, and escalate problems or bugs.   
  • Build and maintains appropriate test environments. 
  • May review and approve cases according to the escalation procedure. 
  • Prepare for and support new products within the technical area - may include product install and documentation review. 
  • Work on customer support-related projects as assigned.
  • Test resolutions provided by development and package for release to customers.
  • Occasional weekend duties will be required

To be a successful Technical Support Analyst, you’ll need:

  • Experience with supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems. 
  • Highly motivated, independent, and flexible person with strong team-directed abilities and a collaborative, whatever it takes attitude.
  • Ability to duplicate a customer's specific software error in order to define the cause.
  • Strong verbal and written communication skills for answering technical questions, and customer follow-up
  • Strong grounding in: Linux/Unix and SQL.
  • Customer Facing Technical Support Experience
  • Applications administration and troubleshooting.
  • Familiarity of Oracle, PostgreSQL & MS SQL Server 
  • Experience Windows Systems Administration.

It would be an advantage for you to have:

  • Familiarity with Control-M Workload Automation
  • Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl, or Bash
  • Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat.
  • Experience debugging with software development tools.
  • Validate, document, and escalate problems or bugs.   
  • Build and maintains appropriate test environments. 
  • May review and approve cases according to the escalation procedure. 
  • Prepare for and support new products within technical area - may include product install and documentation review. 
  • Work on customer support related projects as assigned
  • Test resolutions provided by development and package for release to customers.
  • Occasional weekend duties will be required
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.