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BMC Customer Support Specialist India, Maharashtra 402324538
19.09.2024
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Description and Requirements
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As a Technical Support Analyst, you will help drive our long-term go to market offering by helping our customers leverage their world-class technology and partnership with BMC so that they realize the full value of their investments.
The Staff Specialist Technical Support Analyst/Senior Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues.
- Respond to and resolve all customer inquiries (via phone, e-mail, Team, Zoom). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
- Act as knowledge champion helping improve the quality of Knowledge Base.
- Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
- Act as a resource of knowledge in your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience.
- Positively impacting high value account(s) / customers through working on critical issues.
- Identifies areas of business improvements and thus solving them with minimum direction
- Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better
To ensure you’re set up for success, you will bring the following skillset & experience:Desired Skill Sets
- Experince of 5+ years of hands-on experience in IT and Technical Support Role with software product.
- Strong knowledge on one of the UNIX/Linux, Windows operating systems.
- Basic knowledge of windows and experience on application/production server.
- Knowledge and understanding of basic networking concepts and Shell Scripting
- Have exposure in handling global enterprise customers.
- Added Advantage
- Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
- Windows Administration – Active Directory, Domain controllers.
- Knowledge of cloud, Dockers, Kubernetes
- Virtualization (VM Hypervisors, VM Administration, HyperV, LDOM)
- Powershell and Kerberos Authentication
- Hands-on experience of troubleshooting on operating systems.
- Excellent Communication skills & experience on working with global customers.
- Good troubleshooting skills and Flexible with work hours.
- Experience in BMC Discovery/ADDM 11.x, 12.x, 21.x, 22.x, 23.x, 24.x
- ITIL Foundation Certification is a plus.
- Experience in deployment based on Outposts, Clustering and Consolidation
- Experience integrating BMC Discovery with CMDB and/or ServiceNow.
- Basic knowledge of TPL Programming and Application Modelling
- Linux/Unix Certification is a plus
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