Job
Description
Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. Develops competence and expertise in routine tasks, gaining specialized knowledge of the relevant BMC technologies. Troubleshoots intermediate to a complex range of problems, recommends appropriate actions and manages competing priorities, develops expertise in use of sophisticated tools, analysis of logs, and coordination with all available resources to resolve issues.. Uses professional concepts and company policies and procedures to solve a variety of problems of moderate - advanced scope, where analysis of situations or data requires a review of identifiable factors. Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues. Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles. Escalates issues and works directly with Research and Development to resolve complex support problems. May work on customer support-related projects and other initiatives as assigned. Periodic weekend work will likely be required once appropriate levels of expertise are reached. To ensure you re set up for success, you will bring the following skillset & experience : 5+ years of related experience supporting software products, ideally in a Truesight, Netreo or Helix ITOM environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe and practical solutions to technical support problems. Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude. Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products like TrueSight Operations Management, Netreo or BMC Helix Operations Management, AIOps, Intelligent Integration, Intelligent Automation or any other BMC ITOM Products. The Ability to duplicate a customer's specific software error to define the cause. Experience debugging with software development tools. Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content Key Skills Bachelor s Degree (BE/B.Tech/BCA/MCA) with 5-10 years of hands-on experience in IT. Minimum of 6+ years working directly in a Technical Support Role. - Unix/Linux System/security, Networking concept and basic scripting and Container/K8 knowledge (Support Profile) Added Advantage Working knowledge (hands-on experience) of BMC Products - TrueSight/Helix Operations Management, ITOM, Intelligent Integration, Intelligent Automation or AIOps (Service Monitoring), TrueSight Server Automation, Network Automation or TrueSight Orchestration or Netreo Hands-on experience in troubleshooting operating systems-related issues.
