Associate Technical Support Analyst Job in Bmc Software

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 satisfaction
• Maintain and develop knowledge database.
• Identify and escalate repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues
• To 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.

Experience/ Qualifications:

• Previous experience in IT Support at least 4-5 years in a service desk or similar role.
• Knowledge on Windows 7 /8 /10 to advance level.
• Office 2010/2013/O365 to advance level
• Strong understanding and working knowledge of Active Directory, Exchange Mailbox Administration, DNS, Group Policies, Domain Controllers.
• Experience Supporting BYOD, Air watch, Mobile Iron, etc
• Good 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 Framework
• CCNA, MCSA
• Graduate in any discipline
• Ticketing tool experience.