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Customer Support Engineer
hace 4 meses
**Basic Information**:
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
31-Mar-2023
Job ID
36811
Travel Amount
None
**Description and Requirements**:
LI-OG1
"At BMC trust is not just a word - it's a way of life" We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation
Responsibiliti
es:
- Identifies and drives Self-help initiatives and Knowledge Base Maintenance
- Provide Level-2 and Level-3 support for BMC solutions
- Work with product engineering team on customer escalations and help them fixing issues
- Maintain high level of customer satisfaction
- Overall experience of 5+ years in IT industry
- Maintain clear and concise ticket documentation with all required data and fields
- Escalate service requests and issues appropriately to engineering team
- 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
- Work within a global teamwork environment
- Weekend support on rotational basis
- This is 24*7 operations support so flexibility to work in different shifts
Q
ualifications:
- BS degree in CS/EE or equivalent experience
- Technical Customer support experience
- Excellent written and verbal communication skills
- Customer handling skills
- Fluent in English, written and verbal
- Strong
debugging/trou
bleshooting skills
- Overall experience of 8+ years in IT industry
- Knowledge and understanding of BMC Solutions is a plus
- Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
- API
Troubleshootin
g
- Tomcat
Troubleshootin
g
- Database experience, specifically Oracle and MS SQL, or other databases knowledge
- Certified or very familiar with ITIL
- Containers knowledge is a plus
- t
ransformation,
movement, loading, cleansing, and updating processes.
- Workflow process experience
- In
tuitive/Risk-T
aking
- Decision Making
- Organization
- Administration infrastructure support
