Technical Support Analyst - Italy

Come join a world class support organization while learning IT Automation integration for some of the latest technology’s such as Big Data, Cloud-based platforms, mobile applications, to name but a few. 

This position is integral to adding value to our customer relationships via the skills and service we provide. We believe in delivering world class customer service and proactive user assistance.  

The mission of the Technical Support Analyst is to delight our customers via all aspects of the service and support experience.

Who we are and what we do

We’re not new to the world of IT management solutions and services, but our attitude is. We have the clout of proven market leadership, but also the energy, optimism, opportunities and private financial backing that makes us feel and act more like a start-up that knows no limits. 
For you, that means the chance to do more and be more, not only making incredible things happen with technology but also reinventing the BMC business right now. 
A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation. That’s BMC.

What we offer

• We hire the best performers in every area, people who are the perfect blend of competitive and supportive, to help you succeed in your career.
• You’ll work in a support team which is known in the industry for its excellence in delivery.
• We have a compensation structure designed for high performers, with all the perks you’d expect and some that will surprise you.
• We want our people to be the best in their fields, and we offer unbeatable training and growth opportunities.
• We’re a meritocracy, and we offer promotion opportunities based on performance, not politics.
• We foster a culturally diverse, dynamic, and fun working environment—our employees’ comfort and quality of life are critical to company success.
• We’ve created flexible work spaces that encourage creativity and team work.
• We give our employees outstanding benefits that allow you to make strategic choices for you and your family.

Highly successful and geographically disperse Support team, seeks a Technical Support Analyst to work closely with our Enterprise customers to extend the value and enable customer success through BMC Digital Business Automation products and solutions allowing them to realize the full value of their BMC investment.

Key responsibilities include

• Provide courteous, efficient, and professional technical support over the phone and email.
• With continued follow up until resolution or ensure proper escalation procedures are followed for unresolved issues.
• Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications.
• Responsible for writing knowledgebase articles and case documentation.
• Conduct research on customer incidents, and other duties as assigned.
• Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
• Escalate and work directly with Research and Development to resolve complex support problems
• Validate, document and escalate problems or bugs.   
• Build and maintains appropriate test environments. 
• May review and approve cases according to the escalation procedure. 
• Prepare for and support new products within technical area - may include product install and documentation review. 
• Work on customer support related projects as assigned.
• Test resolutions provided by development and package for release to customers.
• Occasional weekend duties will be required

To be a successful Technical Support Analyst, you’ll need:

• The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems. 
• Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude.
• Ability to duplicate a customer's specific software error in order to define the cause.
• Must have strong verbal and written communication skills for answering technical questions, and customer follow-up
• Strong grounding in: Linux/Unix and SQL.
• Customer Facing Technical Support Experience
• Applications administration and troubleshooting.
• Familiarity of Oracle, PostgreSQL & MS SQL Server 
• Experience Windows Systems Administration.

Additional Skills (highly desirable):

• Familiarity with Control-M Workload Automation
• Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl or Bash
• Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat.
• Experience debugging with software development tools.

*LI-NQ1