11797-Customer support(ZISPL Job No 553)

• 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
o Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
o Windows Administration – Active Directory, Domain controllers.
o Knowledge of Cloud, Dockers, Kubernetes
o Virtualization (VM Hypervisors, VM Administration, HyperV, LDOM)
o 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