Job Summary
- Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
- Act as knowledge champion helping improve the quality of Knowledge Base.
- Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
- Act as a resource of knowledge in your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience.
- Positively impacting high value account(s) / customers through working on critical issues.
- Identifies areas of business improvements and thus solving them with minimum direction
- Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better
QUALIFICATION:
- Bachelor s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 3-5 years of hands-on experience in IT. Minimum 3 years in a Technical Support Role with software product.
- Linux/Unix Certification is a plus
- Strong knowledge on one of the UNIX/Linux operating systems.
- Basic knowledge of windows and experience on application/production server.
- Knowledge and understanding of basic networking concepts and Shell Scripting
- Have exposure in handling global enterprise customers.
- Added Advantage
- Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
- Windows Administration Active Directory, Domain controllers.
- Knowledge of Cloud, Dockers, Kubernetes
- Virtualization (VM Hypervisors, VM Administration, HyperV, LDOM)
- Powershell and Kerberos Authentication
- Hands-on experience of troubleshooting on operating systems.
- Excellent Communication skills experience on working with global customers.
- Good troubleshooting skills and Flexible with work hours.
- Ready to work in rotational shift and/or weekend shift.
DESIRED AND REQUIRED SKILLS:
- Experience in BMC Discovery/ADDM 11.x, 12.x., 21.x, 22.x, 23.x, 24.x
- Basic knowledge of TPL Programming and Application Modelling
- Experience integrating BMC Discovery with CMDB and/or ServiceNow.
- ITIL Foundation Certification is a plus
- Bmc Discovery, Networking, Customer Queries
