The Senior Support Engineer is responsible for providing a high level expertise to support Remedy SaaS ( On Demand ) products for Enterprise customers.
The Job Scope includes trouble-shooting issues related to ITSM , CMDB , MYIT , SMART IT products on multiple operating systems, databases and networks, to provide a timely and accurate response to our customers. Report and validate design defects and enhancement requests. Primary Roles and Responsibilities:
Provide Level-2 support for Remedy OnDemand operations.
Respond to and resolve all customer technical issues (via phone, e-mail, web)
Work with engineering team on customer escalations and help those fixing issues.
Maintain high level of customer satisfaction
Maintain clear and concise ticket documentation with all required data and fields
Escalate service requests and issues appropriately to engineering team.
Exercise independent thought within defined procedures and practices
Manage priorities and act on factors that create priorities
Prepare for and support new products within technical area
Generate Knowledge Base entries
Night and Weekend on call support on rotational basis
This is 24* 7 operations support so flexibility to work in different US time zones would be required
This position can either be based from BMC's Houston office or remotely.
Qualifications:
BS degree or equivalent degree
Excellent written and verbal communication skills
Customer handling skills
Strong debugging/troubleshooting skills
Overall experience of 10 years in IT industry
Strong experience of at least one of the BMC products like ITSM , AR Server MyIT, SmartIT, Smart Reporting is must
Knowledge and understanding of BMC-Remedy Products.
Experience with administration of Windows and Linux operating system
Familiarity with HTML, XML, Java (runtime)
Database experience, specifically MS SQL
Directory Service/LDAP, specifically Active Directory
Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
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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.
We welcome your comments and questions about this Remote Remedy Senior Technical Support Analyst opportunity at BMC Software.
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