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BMC Senior Technical Support Engineer India, Maharashtra 889304199
19.09.2024
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Description and Requirements
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The 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 a 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
- Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 7-9 years of hands-on experience in IT. Minimum 9+ years in a Technical Support Role with software product.
- Linux/Unix Certification is a plus
- Strong knowledge on one of the UNIX/Linux 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
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