Staff Technical Support Analyst

BMC Helix; Bengaluru; Presencial; INR 1.600.000 - 1.900.000; Jornada completa

Descripción de la vacante

BMC Helix is hiring a Staff Technical Supp Analyst to deliver L1/L2 service desk and on-site end-user support in a 24/7 global environment. The role includes handling incidents, onboarding/offboarding, asset management, and coordinating with remote resolver teams from the Bengaluru office.

You will troubleshoot Windows and macOS endpoints, manage identity and access issues, and work with ITSM tools such as BMC Helix/Smart IT.

Formación

• Hands-on experience in Service Desk, Desktop Support, or IT Technical Support.
• Proficient troubleshooting of Windows and macOS endpoints.
• Strong knowledge of Microsoft 365 suite and collaboration apps.
• Experience with authentication, identity, password, and access issues.
• Familiarity with ITSM platforms, preferably BMC Helix / Smart IT.
• Experience imaging, deploying laptops, peripherals, and printer support.
• Basic troubleshooting for office AV equipment.
• Understanding ITIL incident management and SLAs.
• Accurate ticketing, documentation, and knowledge base updates.
• Excellent customer service and communication.
• Ability to troubleshoot independently while coordinating with resolver teams.
• Onsite coordination with distributed teams and vendors.
• Ownership and follow-through in technical issues across multiple teams

Responsabilidades

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

Conocimientos

IT Service Desk

Windows/macOS

Microsoft 365

Identity & Access

ITSM tools

Laptop imaging

AV support

ITIL

Documentation

Customer service

Independent troubleshooting

Onsite coordination

Ownership & follow-through

Herramientas

BMC Helix / Smart IT

Descripción del empleo

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!

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.

CA‑DNP

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!

We are 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.