Job
Description
As an L1 Resource for BMC Truesight, your primary responsibility will be to provide technical support and assistance to users encountering issues with BMC True-sight software. You will be responsible for diagnosing, troubleshooting, and resolving technical issues, as well as escalating more complex problems to higher-level support teams when necessary. Additionally, you will play a crucial role in documenting issues, solutions, and best practices to improve overall support efficiency and customer satisfaction. Key Responsibilities: Provide first-level technical support to users experiencing issues with BMC Truesight software via phone, email, chat, or ticketing system. Diagnose and troubleshoot technical problems related to BMC Truesight installation, configuration, usage, and performance. Collaborate with other support teams and stakeholders to escalate and resolve complex technical issues in a timely manner. Document support cases, including steps taken, solutions provided, and any relevant troubleshooting procedures, in the knowledge base. Continuously update technical knowledge and skills related to BMC Truesight and relevant technologies through training and self-study. Assist in testing new releases, patches, and updates of BMC Truesight software to ensure compatibility and stability. Participate in team meetings, training sessions, and knowledge-sharing activities to contribute to the improvement of support processes and workflows. Provide occasional on-call support during non-business hours as part of a rotation schedule. Required Skills and Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Proven experience in providing technical support for enterprise software products, preferably BMC Truesight or similar IT monitoring and management tools. Strong understanding of IT infrastructure components such as servers, networks, databases, and applications. Excellent communication skills with the ability to convey technical information clearly and concisely to both technical and non-technical users. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively. Strong problem-solving skills with a keen attention to detail and a proactive approach to issue resolution. Familiarity with ITIL best practices and principles is a plus. BMC Truesight certifications (such as BMC Certified Associate: TrueSight Operations Management 10.x) are desirable but not mandatory. Working Conditions: This position may require occasional travel for training or onsite support. Availability for occasional on-call support during non-business hours. Work may be performed remotely or onsite, depending on company policies and project requirements.
