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Technical Support Analyst

3.00 to 7.00 Years   Pune   24 Apr, 2023
BMC Software
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

    Ensure cases are worked upon within the agreed SLA/OLATaking ownership of customer issues reported and seeing problems through to resolutionDiagnose and troubleshoot technical issues related to BMC products.Ask customers targeted questions to quickly understand the root of the problemRespond to and resolve all customer inquiries (via phone, e-mail, WebEx).Refer to internal knowledge base or to provide accurate tech solutions.Contribute to content and quality of Knowledge Base.Demonstrate the ability to have strategic conversations with our customersPrioritize and manage several open issues at one time.Following standard procedures for proper escalation of unresolved issues to the appropriate internal teamsCommunicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues.PositivelyPositively impact high value account(s) / customers through working on critical issues.Presents & collaborates on ideas with peers and leadership. Takes responsibility for leading and/or delivering proposed improvements.Work with the team to address individual as well as team backlog.Shares knowledge as a process and invests time in helping the whole team perform better.Qualifications/RequirementsBachelor s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 5-7 years of hands-on experience in IT. Minimum of 3+ years working directly on Technical Support Role.Microsoft Certification is a plusStrong knowledge of Windows Server and Desktop operating systems.Knowledge of Microsoft SQLKnowledge of Windows IIS.Knowledge and understanding of networking concepts.Have exposure in handling global enterprise customers.Working conditions The job requires individuals to work in a 24x7 environment.,

Keyskills :
technical supporttroubleshootingslawindows server

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