BMC Technical Supp Analyst 

Mexico, Jalisco 

33607612

Primary Roles And Responsibilities

• Identifies and drives Self-help initiatives and Knowledge Base Maintenance
• Provide Level-2 and Level-3 support for BMC solutions
• Respond to and resolve all customer technical issues (via phone, e-mail, web)
• Work with product engineering team on customer escalations and help them fixing issues
• Maintain high level of customer satisfaction
• Overall experience of 7+ years in IT industry
• Maintain clear and concise ticket documentation with all required data and fields
• Escalate service requests and issues appropriately to engineering team
• Exercise independent thought within defined procedures and practices
• Have phone calls with Customers and stakeholders to expedite the understanding of the issue, troubleshooting and closure.
• Manage priorities and act on factors that create priorities
• Prepare for and support new products within technical area
• Work within a global teamwork environment
• Weekend support on rotational basis
• This is 24*7 operations support so flexibility to work in different shifts

Qualifications

• BS degree in CS/EE or equivalent experience
• Technical Customer support experience
• Excellent written and verbal communication skills
• Customer handling skills
• Fluent in English, written and verbal
• Strong debugging/troubleshooting skills
• Overall experience of 8+ years in IT industry
• Knowledge and understanding of BMC Solutions is a plus
• Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
• API Troubleshooting
• Tomcat Troubleshooting
• Database experience, specifically Oracle and MS SQL, or other databases knowledge
• Certified or very familiar with ITIL
• Containers knowledge is a plus
• transformation, movement, loading, cleansing, and updating processes.
• Workflow process experience
• Intuitive/Risk-Taking
• Decision Making
• Organization
• Administration infrastructure support
• Using AI tools to assist si meon delivering the best CX possible