We are building a new ServiceOps team that combines Service Desk and Network Operations Center (NOC) capabilities. As a Technical Support Analyst, you will be responsible for delivering end-to-end IT support and proactive monitoring of infrastructure, network, and applications. This role demands strong troubleshooting skills, customer focus, and the ability to work in a fast-paced, global environment.Here is how, through this exciting role, YOU will contribute to BMC's and your own success:• Provide L1/L2 IT support via phone, email, chat, and ticketing tools.• Troubleshoot issues related to Windows/macOS, Office 365, VPN, and MDM.• Install, configure, and maintain hardware/software for laptops, desktops, and mobile devices.• Administer Active Directory and participate in onboarding/offboarding.• Proactively monitor IT infrastructure, network, and applications using tools like BMC Helix Operation Manager, Netreo, Entuity, APM.• Perform L1 troubleshooting and escalate as needed.• Initiate and manage crisis calls during major incidents or outages.• Ensure adherence to ITIL-aligned processes and maintain accurate records in ITSM systems.• Contribute to knowledge base and identify automation opportunities.Additional InformationShift: 24x7 rotational shifts including weekends and holidays.Transport: Pick and drop facility provided.
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