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

Customer support