Associate Technical Support Analyst II Jobs in Pune - BMC
Job Description
Associate Technical Support Analyst II India
City: IND Pune - Business Bay
State: Maharashtra
Job ID: 26194
Primary Roles and Responsibilities:
- Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
- Develops competence and expertise in routine tasks, gaining specialized knowledge of the relevant BMC technologies.
- Troubleshoots basic to intermediate problems, recommends appropriate actions and manages competing priorities.
- Uses professional concepts and company policies and procedures to solve a variety of problems of moderate scope, where analysis of situations or data requires a review of identifiable factors.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles.
- Troubleshooting: develops competence and expertise in the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
- 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 once appropriate levels of expertise are reached.
Qualifications:
- Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 2+ years of hands-on experience in IT. Minimum of 2+ years working directly on Technical Support Role.
- Hands on Application Troubleshooting Experience on Remedy AR Server/ITSM.
- BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications.
- Knowledge of LDAP, Databases SQL Server/Oracle and Java is an added advantage.
Job Particulars
Role it software engineer
Who can apply Experienced (2 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id704402
Job Category IT/Software , BSc/BCA/BBM
Locality Address
State Maharashtra
Country India
About Company
BMC has unmatched experience in IT management, supporting 92 of the Forbes Global 100, and earning recognition as an ITSM Gartner Magic Quadrant Leader for five years running. Our solutions offer speed, agility, and efficiency to tackle business challenges in the areas of service management, automation, operations, and the mainframe.
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