Staff Technical Support Analyst

BMC Software; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

BMC Software, Inc. is seeking a Staff Technical Supp Analyst in Bengaluru to deliver L1/L2 service desk and onsite end-user support in a 24/7 global environment.

You will troubleshoot Windows and macOS endpoints, manage Microsoft 365 apps, handle onboarding/offboarding, asset tracking, and coordinate with distributed resolver teams to ensure seamless IT operations for our worldwide workforce. This role requires ITIL-aligned incident and request management, strong customer service, and the

Qualifications

• Hands-on experience in Service Desk, Desktop Support, End User Support (EUS/EUC), or IT Technical Support.
• Strong practical troubleshooting knowledge of Windows and macOS endpoints.
• Working knowledge of Microsoft 365, Outlook, Teams, and OneDrive.
• Experience troubleshooting authentication, identity, password, and access-related issues.
• Experience with ITSM platforms, preferably BMC Helix / Smart IT.
• Experience with laptop deployment, imaging/reimaging, hardware troubleshooting, peripherals, and printer support.
• Basic troubleshooting experience with office AV equipment.
• Understanding incident management, service request fulfilment, escalation processes, SLAs, and ITIL practices.
• Experience maintaining accurate ticket records, troubleshooting notes, and technical documentation.
• Strong customer service, verbal, and written communication skills.
• Ability to troubleshoot independently while knowing when and how to engage appropriate resolver teams.
• Ability to work effectively as an onsite IT representative while collaborating with geographically distributed teams.
• Strong ownership and follow-through, with the ability to coordinate technical issues across multiple teams and vendors.

Responsibilities

• Provide L1/L2 support through phone, Teams, email, chat, and BMC Smart IT/Helix.
• Log, troubleshoot, resolve, and elevate incidents and service requests per SLAs.
• Support Windows and macOS devices, Microsoft 365, Teams, Outlook, and OneDrive; VPN access.
• Configure, deploy, reimage, and troubleshoot Windows and Mac laptops.
• Provide desk-side hardware, software, connectivity, endpoint, printer, and AV support.
• Onboard/offboard employees; manage password and access requests.
• Act as onsite IT point of contact for Bangalore; coordinate with remote resolver teams, Facilities, Security, and vendors.
• Manage IT assets and IT Lounge inventory; track, validate, and collect assets.
• Maintain accurate ticket notes and knowledge articles.
• Identify recurring issues and opportunities for knowledge improvement, automation, and self-service.
• Follow ITIL-aligned incident, request fulfilment, escalation, and knowledge-management processes.
• Work in rotational shifts, including nights, weekends, and holidays as required.

Skills

Service Desk

Desktop Support

End User Support

Windows endpoints

macOS endpoints

Microsoft 365

Identity & Access

ITIL

ITSM tools

BMC Helix

Laptop imaging

Hardware troubleshooting

Printer support

AV support

Knowledge management

Documentation

Customer service

Onsite coordination

Vendor coordination

Tools

BMC Helix

Smart IT

Job description

Description and Requirements

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

We are looking for a Staff Technical Supp Analyst to provide L1/L2 Service Desk and onsite End User Support in a 24/7 global support environment. The role combines remote Service Desk responsibilities with hands-on IT support for the Bangalore office, including endpoint support, onboarding/offboarding, asset management, and day-to-day site IT operations.

BMC is looking for a Staff Technical Support Engineer to join our amazing global IS&T team! In this role, you’ll be responsible for supporting BMC employees all over the globe, including troubleshooting, responding to tickets, and resolve hardware and software issues. You will be a part of our awesome support team, dedicated to ensuring the seamless operation of technology solutions for our employees worldwide.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

• Provide L1/L2 support through phone, Microsoft Teams, email, chat, and BMC Smart IT / Helix.
• Log, troubleshoot, resolve, and appropriately elevate incidents and service requests in line with SLAs.
• Support Windows and macOS devices, Microsoft 365, Teams, Outlook, OneDrive, VPN, authentication, access, and standard business applications.
• Configure, deploy, reimage, and troubleshoot Windows and Mac laptops.
• Provide desk-side support for hardware, software, connectivity, endpoint, printer, and AV issues.
• Support employee onboarding/offboarding, password and access requests, Beyond Identity, Okta, Windows Hello, and mobile-device setup.
• Act as an onsite IT point of contact for Bangalore and coordinate with remote resolver teams, Facilities, Security, and vendors.
• Manage IT assets and IT Lounge inventory, including receiving, issuing, tracking, stock validation, and asset collection.
• Maintain accurate ticket notes, resolution details, knowledge articles, SOPs, and shift handovers.
• Identify recurring issues and opportunities for knowledge improvement, automation, and self-service.
• Follow ITIL-aligned incident, request fulfilment, escalation, and knowledge-management processes.
• Work in rotational shifts, including nights, weekends, and holidays as required.

To ensure you’re set up for success, you will bring the following skillset & experience:

• Hands-on experience in Service Desk, Desktop Support, End User Support (EUS/EUC), or IT Technical Support.
• Strong practical troubleshooting knowledge of Windows and macOS endpoints.
• Working knowledge of Microsoft 365, Outlook, Teams, and OneDrive.
• Experience troubleshooting authentication, identity, password, and access-related issues.
• Experience with ITSM platforms, preferably BMC Helix / Smart IT.
• Experience with laptop deployment, imaging/reimaging, hardware troubleshooting, peripherals, and printer support.
• Basic troubleshooting experience with office AV equipment.
• Understanding incident management, service request fulfilment, escalation processes, SLAs, and ITIL practices.
• Experience maintaining accurate ticket records, troubleshooting notes, and technical documentation.
• Strong customer service, verbal, and written communication skills.
• Ability to troubleshoot independently while knowing when and how to engage appropriate resolver teams.
• Ability to work effectively as an onsite IT representative while collaborating with geographically distributed teams.
• Strong ownership and follow-through, with the ability to coordinate technical issues across multiple teams and vendors.

Our commitment to you!

BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,737,400 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

( Returnship@BMC )

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce.