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BMC Technical Supp Analyst Egypt, Ad Dakahliya 771496211
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Description and Requirements
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This is a customer facing role that will provide Level 2 technical support for Control-M Workload Automation Software. You will be working directly with experienced system administrators and DBA's both via e-mail and phone.
This is a challenging job for anyone who likes to solve puzzles. An ideal way to describe this role is a "Reverse Forensic System Administrator" - which means you start with a problem and back yourself through the OS to determine the root cause and provide a resolution to the Control-M Automation software.
Key responsibilities include
- 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.
- 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
To be a successful Technical Support Analyst, you’ll need:
- Must be a 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 grounding in Unix / Linux System Administration.
- Customer Facing Technical Support Experience
- SQL Knowledge (Postgres, MySQL, Oracle, MS-SQL)
- Network Communication
- SSL
- LDAP
- FTP
- Cloud Services (Amazon Web Services, Microsoft Azure)
- Shell Scripting
Additional Skills (highly desirable):
- Familiarity with Control-M Workload Automation
- High Availability/Disaster Recovery Concepts
- Clustering Concepts
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