Staff Specialist Technical Support - ITSM

BMC Software

BU Description:

BMC Helix Support Operations – supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.

Primary Roles and Responsibilities:

• Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.

• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.

• Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.

• Troubleshoots intermediate to advanced problems and recommends appropriate actions.

• Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.

• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.

• Manages customer expectations and competing priorities.

• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.

• Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.

• Escalates issues and works directly with Research and Development to resolve complex support problems.

• May work on customer support related projects as assigned.

• Periodic weekend work will likely be required.

Experience/ Qualifications:

• 5-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.

• In depth troubleshooting and analytical knowledge in these BMC product areas.

• Bachelor degree from any stream – Full Time

• Experience

  3 - 9 Years

• No. of Openings

  10

• Education

  Any Bachelor Degree

• Role

  Technical Support Executive

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office