Staff Technical Support Analyst

BMC Software, Inc.; Bengaluru; On-site; INR 1,477,000 - 1,998,000; Full time

Job summary

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

You will handle troubleshooting, ticketing, and hardware/software issues across Windows and macOS endpoints. The role includes onboarding/offboarding, asset management, and coordinating with remote resolver teams, Facilities, Security, and vendors from the Bangalore office.

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, Microsoft Teams, email, chat, and BMC Smart IT / Helix.
• Log, troubleshoot, resolve, and appropriately escalate 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.

Skills

Service Desk

Desktop Support

End User Support

IT Technical Support

BMC Helix

Smart IT

Tools

Microsoft 365

MacOS

Job description

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 IST 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 **escalate** 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

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!

If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

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.