Vacant position for Technical Support Analyst

Job Description

Description and Requirements #LI-BL1BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.Primary Roles and Responsibilities:The IT Service Desk Engineer will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Office users as well as remote users at other BMC offices and home workers.Dealing with incoming incidents in a professional, courteous manner over the phone/email & Chat. Taking ownership of incidents and managing them in a logical and methodical manner.To Analyse and resolve IT incidents with a varying degree of complexity.Correctly logging incidents and request, categorising and prioritising them in line with team incident management practices.Conducting full and thorough diagnostics with end users to enable first point of contact resolution.Ensuring all Incidents/Request are progressed & cleared within SLA escalating to other internal and external teams as appropriate.Managing Incidents/Request through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.Diagnosing and resolving problems to the customers satisfactionMaintain and develop knowledge database.Identify and escalate repeat issues or service risks into service management teams.Sharing knowledge with team colleaguesTo contribute in IT projects involving the service desk and have a technical input when necessary.Act as a SME, providing expertise to both team members and customers and handle any escalations within the shift.Ability to learn new skills quickly Ex supporting new applications.Experience/ Qualifications:Previous experience in IT Support at least 3-4 years in a service desk or similar role.Knowledge on Windows 7 /8 /10 to advance level.Office 2010/2013/O365 to advance levelStrong understanding and working knowledge of Active Directory, Exchange Mailbox Administration, DNS, Group Policies, Domain Controllers.Experience Supporting BYOD, Intelligent Hub, Airwatch, Mobile Iron, etcGood Knowledge on Network Technologies and VPN.Good knowledge of AV / Skype for Business and experience of their administration.Strong understanding of Backup and Restoration methods.Ability to articulate at a technical level appropriate to the circumstances and dealing with various IT stake holders.Skills to deal with difficult and demanding customers.Knowledge of Apple computer and software.ITIL FrameworkGraduate in any disciplineTicketing tool experience.It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page .,

Keyskills :
it service deskwindows 7active directorycustomer relationstechnical support