Remedy Senior Technical Support Analyst

BMC Software   •  

Houston, TX

Industry: Professional, Scientific & Technical Services

  •  

8 - 10 years

Posted 52 days ago

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 is in Houston and person needs to work from BMC’s Houston office


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.