Technical Support Analyst - Discovery BMC Software

3.0 - 5.0 years

5 - 7 Lacs

Pune

Work from Office

The 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. BMC is looking for an innovative customer champion to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset & experience: You can embrace, live, and breathe our BMC values every day! You have 3-5 years of hands-on IT experience, with a minimum of 3 years in a technical support role for software products. You have strong troubleshooting expertise across Unix/Linux operating systems, with basic knowledge of Windows, application/production servers, and networking concepts. You bring experience in supporting BMC Discovery/ADDM (10.x, 11.x, 12.x), including integration with CMDB and/or ServiceNow. You have hands-on experience with TPL programming and application modeling. You are skilled in shell scripting and comfortable working with global enterprise customers. You have excellent communication and analytical skills with a customer-centric mindset. You are flexible with work hours and open to working in rotational shifts, including periodic weekend work if required. You hold a full-time bachelors degree in Engineering (BE/B.Tech), Computer Applications (BCA/MCA), or Science (B.Sc). Whilst these are nice to have, our team can help you develop in the following skills: Certifications in Linux/Unix and/or ITIL Foundation Experience in PL/SQL, database log analysis, and system activity reporting Familiarity with Windows administration including Active Directory and Domain Controllers Exposure to cloud technologies, Docker, Kubernetes Knowledge of virtualization platforms (VM Hypervisors, VM Admin, Hyper-V, LDOM) Understanding of PowerShell and Kerberos Authentication

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