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BMC Staff Specialist Technical Support z/OS Storage 
Israel, Center District, Drom HaSharon Regional Council 

Description and Requirements
• 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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