Customer Technical Support Specialist - BMC Remedy ITSM

Job Description

Description and Requirements BU Description:As a BMC Technical Support Specialist you will be part of BMC Helix Support Operations team supporting and managing hundreds of customers on Helix from across various Public and Private cloud platforms .Youll be part of the support function for Helix ITSM/ SmartIT / Smart Reporting/CMDB/DWP product lines.A Staff Specialist Technical Support Analyst is responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes.Primary Roles and Responsibilities:
• The position requires close communication with multiple departments while maintaining issue ownership.
• The analyst must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.
• You will Provide support to our customers and partners while being an advocate for their requests.
• The analyst has to continually increase knowledge of the BMC product suite and other related technologies.
• You should be able to communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
• You have to understand and abide by escalation procedures and interdepartmental policies
• You have to utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient
• You have to act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience
Experience Needed and Experience Offered:
• Fluency in English essential
• 5+-12years of experience of supporting customers
• Experience in Remedy ITSM is essential
• Experience in BMC Remedy product line experience across all modules (ARS, Service Desk, Change Management, SRM, Asset Management, CMDB, DWP, DWPA, Analytics/Smart Reporting, SSO/ RSSO)
• Fundamental understanding of a Windows and LINUX-based operating system is require.
BU Description:As a BMC Technical Support Specialist you will be part of BMC Helix Support Operations team supporting and managing hundreds of customers on Helix from across various Public and Private cloud platforms .Youll be part of the support function for Helix ITSM/ SmartIT / Smart Reporting/CMDB/DWP product lines.A Staff Specialist Technical Support Analyst is responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes.Primary Roles and Responsibilities:
• The position requires close communication with multiple departments while maintaining issue ownership.
• The analyst must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.
• You will Provide support to our customers and partners while being an advocate for their requests.
• The analyst has to continually increase knowledge of the BMC product suite and other related technologies.
• You should be able to communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
• You have to understand and abide by escalation procedures and interdepartmental policies
• You have to utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient
• You have to act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience
Experience Needed and Experience Offered:
• Fluency in English essential
• 5+-12years of experience of supporting customers
• Experience in Remedy ITSM is essential
• Experience in BMC Remedy product line experience across all modules (ARS, Service Desk, Change Management, SRM, Asset Management, CMDB, DWP, DWPA, Analytics/Smart Reporting, SSO/ RSSO)
• Fundamental understanding of a Windows and LINUX-based operating system is require.
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page .,

Keyskills :
private cloudtroubleshootingdispatchtechnical supportmailbmc remedycomputer hardwareservice desk