Technical Support Analyst Jobs in Pune - BMC

Technical Support Analyst

BMC

0 to 3 Years

Not disclosed

Expired

Posted: 17 Jul 20

Job Description

Description And Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Primary Roles and Responsibilities: The IT Service Desk Engineer will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Office users as well as remote users at other BMC offices and home workers.

Dealing with incoming incidents in a professional, courteous manner over the phone/email & Chat. Taking ownership of incidents and managing them in a logical and methodical manner.

To Analyse and resolve IT incidents with a varying degree of complexity.

Correctly logging incidents and request, categorising and prioritising them in line with team incident management practices.

Conducting full and thorough diagnostics with end users to enable first point of contact resolution.

Ensuring all Incidents/Request are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.

Managing Incidents/Request through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.

Diagnosing and resolving problems to the customers satisfaction

Maintain and develop knowledge database.

Identify and escalate repeat issues or service risks into service management teams.

Sharing knowledge with team colleagues

To contribute in IT projects involving the service desk and have a technical input when necessary.

Act as a SME, providing expertise to both team members and customers and handle any escalations within the shift.

Ability to learn new skills quickly – Ex supporting new applications. Experience/ Qualifications:

Previous experience in IT Support – at least 5 – 8 years in a senior IT role.

Ability to produce clear, concise and accurate Reports for Analysis.

Knowledge on Windows 7 /8 /10 to advance level.

Experience working on Apple MAC OS and supporting issues on MAC

Office 2010/2013/O365 to advance level

Strong understanding and working knowledge of Active Directory, Exchange Mailbox Administration, DNS, Group Policies, Domain Controllers.

Experience Supporting BYOD, Air watch, Mobile Iron, etc

Good Knowledge on Network Technologies and VPN.

Good knowledge of AV / Skype for Business and experience of their administration.

Strong understanding of Backup and Restoration methods.

Ability to articulate at a technical level appropriate to the circumstances and dealing with various IT stake holders.

Skills to deal with difficult and demanding customers.

Knowledge of Apple computer and software.

ITIL Framework

CCNA, MCSA

Graduate in any discipline

Should be willing to work in 24/7 rotational shifts It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company.