Remedy Staff Specialist Technical Supp Analyst

BMC Software   •  

Houston, TX

5 - 7 years

Posted 176 days ago

This job is no longer available.

The Application 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 · BS degree or equivalent degree

· Excellent written and verbal communication skills

· Custoermer handling skills

· Strong debugging/troubleshooting skills · Overall experience of 6-8 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. *LI-PM1