Senior Technical Support Analyst
BMC Software
Quebec
3d ago

BMC is actively seeking a smart, dynamic individual with a positive can-do mindset to join our team in Montreal. Our offices are on the 14th floor in the heart of downtown Montreal just blocks away from two metro lines, both major train stations and the South-Shore bus terminal.

The Senior Technical Support Analyst provides technical support to our enterprise customers who are working to implement BMC TrueSight Capacity Optimization & integration with other solutions.

You will be the primary interface between BMC and our customers and you will work with BMC Experts and Customer Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough turnaround on customer issues.

Job Function & Responsibilities :

Position Summary :

  • Manage, troubleshoot, and respond to open BMC TrueSight Capacity Optimization & Integration issues to ensure appropriate
  • resolution time

  • Respond to and resolve all customer inquiries (via phone, e-mail, web)
  • Identify and report design defects to higher levels of Support
  • Maintain a high level of customer satisfaction
  • Properly document all customer interactions and troubleshooting actions into the ticket tracking system
  • Escalate service requests and issues appropriately
  • 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 and participate in activities that align with the business strategies
  • Mentor less experienced Support analysts
  • Skills Required :

    Position Specific Competencies / Skills Required :

  • 5+ years of technical support or customer facing work experience
  • 5+ years of hands on experience on at least one operating systems (UNIX / Linux, AIX or Windows, Cloud base platforms like AWS,
  • Azure or Google Cloud).

  • Experience with platform virtualization (VMWare, Xen, others)
  • Proficient in VMWare, Windows / UNIX system administration
  • Proficient of distributing computing platforms
  • Proficient of Database Administration (PostgreSQL, Oracle, SQL Server, DB2, etc.)
  • Knowledge and troubleshooting of operating systems
  • Sharp analytical and problem solving abilities
  • Strong verbal agility and fluent written communication skills (English)
  • Ability to learn and effectively utilize Customer Support tools / resources
  • Inquisitiveness to learn new products and ideas
  • Basic office skills (Word, Outlook, Excel)
  • Desired Skills / Special Qualifications :

  • Experience on Capacity and Performance Management
  • Experience with SQL and PL / SQL
  • Knowledge and understanding of BMC Performance & Availability products.
  • Ability to diagram and explain complex, highly available multi-tiered network topologies
  • Have exposure in handling global enterprise customers.
  • Knowledge and understanding of basic Networking and Server concepts
  • Hands-on Experience in Cloud platforms
  • It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.*LI-PM1

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