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