Staff Technical Support Analyst

BMC Software

5 - 7 years

7 - 11 Lacs

pune

Posted:8 hours ago| Platform:

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Skills Required

active directory linux troubleshooting shell scripting unix kubernetes ldom hyper-v dbms networking kerberos docker plsql sql technical support powershell vm microsoft windows windows administration debugging solaris administration log analysis db

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Staff 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.

Here is how, through this exciting role, you will contribute to BMC's and your own success:

Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). 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 youre set up for success, you will bring the following skillset & experience:

Bachelors Degree (BE/B.Tech/BCA/MCA/B.Sc) with 5-7 years of hands-on experience in IT. Minimum 3 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.

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