This is a role core to stabilizing
and growing services support contracts with the customer, both Managed Service
and Support and Maintenance. Building solid relationships in all levels within
the operations and delivery group is a key part of the role as is creating an
outstanding customer experience.
Main Duties & Responsibilities:
·
Assess incidents received into the
support queue and respond within SLA.
·
Manage incidents through to resolution,
keeping customers updated throughout the process.
·
Troubleshoot BMC application issues
using tools such as the Fusion and BMC Knowledge Base.
·
Work with Fusion Professional Services
consultants to resolve on‑site issues.
·
Ensure high levels of customer
satisfaction.
·
Submit tickets to BMC in the correct
format and coordinate calls/web meetings with customers.
·
Create knowledge articles and share
information with the team.
·
Perform small changes and developments
for Managed Service customers.
·
Record time accurately in Salesforce.
·
Handle special projects without
impacting ongoing responsibilities.
·
Participate in occasional out‑of‑hours
work when required
Knowledge:
·
Understanding of BMC applications.
·
Basic knowledge of operating systems
(Windows & Linux).
·
Basic understanding of databases,
TCP/IP, and network communications.
·
Knowledge of Microsoft Office
applications.
·
Familiarity with technical environments
such as MS Server, Linux Server, Kubernetes, Docker, or related tools
(appreciated)
Experience:
·
Experience in IT support, service desk,
or application support roles.
·
Experience managing incidents end‑to‑end,
including investigation, resolution, and customer communication.
·
Experience troubleshooting technical
applications (ideally BMC products).
·
Experience collaborating with technical
teams such as Professional Services.
·
Experience creating documentation or
knowledge articles.
·
Experience delivering support within
agreed SLAs.
·
Experience working with ticketing
systems (e.g., BMC, Salesforce).
·
Experience with on‑site
support (advantageous).
Skills:
·
Technical
Skills
o
Effective
problem‑solving and analytical abilities.
o
Ability
to prioritise tasks and meet agreed timeframes.
o
Ability
to work effectively in dynamic or time‑sensitive environments.
·
Communication
& Interpersonal Skills
o
Ability
to deliver excellent customer service.
o
Strong
verbal, written, and telephone communication skills.
o
Ability
to read and speak English fluently.
o
Strong
interpersonal skills, able to interact with individuals across different
business roles.
·
Professional
Skills
o
Self‑motivation
and initiative.
o
Ability
to manage tasks while considering the workload of the wider team.
o
Willingness
to work on‑site when required.
o
Ability
to ask for support when needed and offer help during downtime
o
Honours Degree and/or commercial
experience with BMC products
This is a role core to stabilizing
and growing services support contracts with the customer, both Managed Service
and Support and Maintenance. Building solid relationships in all levels within
the operations and delivery group is a key part of the role as is creating an
outstanding customer experience.
Main Duties & Responsibilities:
·
Assess incidents received into the
support queue and respond within SLA.
·
Manage incidents through to resolution,
keeping customers updated throughout the process.
·
Troubleshoot BMC application issues
using tools such as the Fusion and BMC Knowledge Base.
·
Work with Fusion Professional Services
consultants to resolve on‑site issues.
·
Ensure high levels of customer
satisfaction.
·
Submit tickets to BMC in the correct
format and coordinate calls/web meetings with customers.
·
Create knowledge articles and share
information with the team.
·
Perform small changes and developments
for Managed Service customers.
·
Record time accurately in Salesforce.
·
Handle special projects without
impacting ongoing responsibilities.
·
Participate in occasional out‑of‑hours
work when required
Knowledge:
·
Understanding of BMC applications.
·
Basic knowledge of operating systems
(Windows & Linux).
·
Basic understanding of databases,
TCP/IP, and network communications.
·
Knowledge of Microsoft Office
applications.
·
Familiarity with technical environments
such as MS Server, Linux Server, Kubernetes, Docker, or related tools
(appreciated)
Experience:
·
Experience in IT support, service desk,
or application support roles.
·
Experience managing incidents end‑to‑end,
including investigation, resolution, and customer communication.
·
Experience troubleshooting technical
applications (ideally BMC products).
·
Experience collaborating with technical
teams such as Professional Services.
·
Experience creating documentation or
knowledge articles.
·
Experience delivering support within
agreed SLAs.
·
Experience working with ticketing
systems (e.g., BMC, Salesforce).
·
Experience with on‑site
support (advantageous).
Skills:
·
Technical
Skills
o
Effective
problem‑solving and analytical abilities.
o
Ability
to prioritise tasks and meet agreed timeframes.
o
Ability
to work effectively in dynamic or time‑sensitive environments.
·
Communication
& Interpersonal Skills
o
Ability
to deliver excellent customer service.
o
Strong
verbal, written, and telephone communication skills.
o
Ability
to read and speak English fluently.
o
Strong
interpersonal skills, able to interact with individuals across different
business roles.
·
Professional
Skills
o
Self‑motivation
and initiative.
o
Ability
to manage tasks while considering the workload of the wider team.
o
Willingness
to work on‑site when required.
o
Ability
to ask for support when needed and offer help during downtime
o
Honours Degree and/or commercial
experience with BMC products