BMC Helix Support / Technical Support Analyst

Responsibilities

• ▹Provide efficient first-level technical assistance to BMC Helix users
• ▹Troubleshoot installation, configuration, and operational issues related to BMC Helix
• ▹Guide clients through the implementation process
• ▹Document technical problems and solutions to build a knowledge base
• ▹Collaborate with product teams to communicate customer feedback and assist with software updates
• ▹Participate in training sessions and webinars to educate users on best practices
• ▹Contribute to process improvement initiatives

Requirements

• ▹Bachelor's degree in Computer Science, Information Technology, or a related discipline
• ▹Minimum of 2 years of technical support experience, ideally in a software or IT service environment
• ▹In-depth knowledge of BMC Helix and experience with ticketing systems
• ▹Strong analytical and troubleshooting skills with attention to detail
• ▹Excellent verbal and written communication skills
• ▹Ability to work independently in a remote setting

Nice to have

• ▹Experience with ITIL frameworks or IT service management processes
• ▹Familiarity with other IT service management tools and methodologies
• ▹Prior remote technical support experience
• ▹Relevant BMC Helix or IT support certifications

Soft skills