Staff Specialist Technical Support Analyst

Description and RequirementsCareerArc CodeCA-SD LI-SD2Hybrid LI-Hybrid At BMC trust is not just a word - it s a way of life We are an award-winning equal opportunity culturally diverse fun place to be Giving back to the community drives us to be better every single day Our work environment allows you to balance your priorities because we know you will bring your best every day We will champion your wins and shout them from the rooftops Your peers will inspire drive support you and make you laugh out loud We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments Customer Success accelerates core business outcomes mitigates risk cultivates relationships removes friction and improves customer experience No better team to join when customer centricity is at the heart of BMC s strategy 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 you re set up for success you will bring the following skillset experience You can embrace live and breathe our BMC values every day You have 4-6 years of hands-on IT experience with a minimum of 4 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 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 bachelor s 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 Our commitment to you BMC s culture is built around its people We have 6000 brilliant minds working together across the globe You won t be known just by your employee number but for your true authentic self BMC lets you be YOU If after reading the above You re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team we still encourage you to apply We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas BMC is committed to equal opportunity employment regardless of race age sex creed color religion citizenship status sexual orientation gender gender expression gender identity national origin disability marital status pregnancy disabled veteran or status as a protected veteran If you need a reasonable accommodation for any part of the application and hiring process visit the accommodation request page