Technical Support Analyst

BMC SoftwareToronto, ON5 days ago

  • Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time
  • Responding to and resolving all customer enquiries (via phone, e-mail, web)
  • Identifying and reporting functional defects to higher levels of Support and R&D
  • Maintaining high level of customer satisfaction
  • Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems
  • Escalating service requests and issues appropriately in a timely fashion
  • Exercise independent thought within defined procedures and practices
  • Manage priorities and act on factors that create priorities
  • Work collaboratively with other BMC product teams
  • Capture and share knowledge

Skills requirements (includes education and work experience) –

  • 5-7 years of technical support or customer facing work experience 
  • Advanced analytical and problem-solving abilities 
  • Advanced verbal agility and fluent spoken and written communication skills English / Spanish / (Portuguese is a plus)
  • Ability to learn and effectively utilize Customer Support tools/resources 
  • Inquisitiveness to learn new products and ideas 
  • Expert on at least one operating systems (UNIX/Linux, Windows). 
  • Experience with platform virtualization (VMWare) 
  • Knowledge and understanding in VMWare, Windows/UNIX system administration 
  • Knowledge of functionality and performance of distributed computing platforms 
  • Knowledge and understanding of Database Administration, Oracle, SQL, DB2 etc. 
  • Knowledge and troubleshooting of operating systems. 
  • Data mining (Notepad ++, Vi/Vim)
  • Basic office skills (Word, Outlook, Excel)
  • Basic Concepts of ITIL and or ITIL Foundation Certification
  • Previous experience in handling global enterprise customers. 
  • Familiarity with Tomcat / WebLogic
  • Familiarity with HTML, XML, Java (run time)
  • Database and SQL experience, specifically Oracle and MS SQL 
  • Directory Service/LDAP/SAML, specifically Active Directory 
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy.
  • Experience with Java concepts (core Java) and applications
  • Advanced understanding of OOP (Classes, Objects, Inheritance, etc.)
  • Advanced knowledge of DB Normalization
  • BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications 

Special Considerations:

Weekend and holiday work will be required

Company operating name – BMC Software Canada, Inc.

Business addresses - Markham (Toronto) - 50 Minthorn Blvd., Suite 303, Markham (Toronto), Ontario L3T 7X8, Telephone: +1 (905) 747-2800; Montreal - 1100 Rene-Levesque Blvd. West, Suite 1400, Montreal, Quebec H3B 4N4, Telephone: +1 (514) 908-6300; Vancouver - 1690 West Broadway, Suite 202, Vancouver, British Columbia V6J 1X6, Telephone: +1 (604) 681-1660

Other Details

·          Terms of employment – Permanent

·          Language of work – English

·          Wage – CAD $74,000 per annum, plus discretionary bonus of 10%

·          Benefits package offered (if applicable) Life Insurance, Healthcare Coverage, Dental Plan,

Business Travel Insurance, RRSP Online Enrollment Guide, RRSP Investment Info, Fitness Center Reimbursement

·          Location(s) of work (local area, city or town) – Markham (Toronto) - 50 Minthorn Blvd., Suite 303, Markham (Toronto), Ontario L3T 7X8

·          Contact information (mailing address) – 50 Minthorn Blvd., Suite 303, Markham (Toronto), Ontario L3T 7X8

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