BMC Helix Support / Technical Support Analyst (Remote)

Müller's Solutions; Lisboa; On-site; EUR 32,000 - 46,000; Full time

Job summary

Müller’s Solutions seeks an enthusiastic BMC Helix Support / Technical Support Analyst to join our remote team. You will deliver superior technical support to clients, troubleshooting and resolving issues related to the BMC Helix platform in a distributed environment.

The role requires a Bachelor's degree in Computer Science or IT, at least 2 years of technical support experience, and strong communication. You will document problems, collaborate with product teams, and contribute to knowledge

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• Minimum of 2 years of technical support experience, ideally within a software or IT service environment.
• In-depth knowledge of BMC Helix and experience with ticketing systems.
• Strong analytical and troubleshooting skills, with attention to detail.
• Excellent verbal and written communication abilities to convey complex information clearly.
• Ability to work independently in a remote setup while managing efficiency and productivity.
• Customer-oriented mindset with a dedication to exceeding client expectations.

Responsibilities

• Provide efficient first-level technical assistance to clients using BMC Helix, addressing and resolving inquiries promptly.
• Troubleshoot issues related to BMC Helix, including installation, configuration, and operational challenges.
• Guide clients through the implementation process, ensuring effective usage of the BMC Helix platform.
• Document technical problems and solutions systematically to build a robust knowledge base for future reference.
• Collaborate with product teams to communicate customer feedback and assist in routine software updates.
• Participate in training sessions and webinars to educate users on best practices within the BMC Helix environment.
• Contribute to process improvement initiatives that enhance customer support experiences.

Skills

Analytical thinking

Troubleshooting

Communication

Remote work

Education

Bachelor's degree in Computer Science or IT

Tools

BMC Helix

Ticketing systems

ITIL familiarity

ITSM tools

Job description

Müller's Solutions is looking for an enthusiastic BMC Helix Support / Technical Support Analyst to join our remote team. In this vital role, you will deliver superior technical support to our clients using BMC Helix, assisting them with troubleshooting and resolving various technical challenges related to the software. This position requires a proactive approach in providing solutions while ensuring a high level of customer satisfaction.

Key Responsibilities

• Provide efficient first-level technical assistance to clients using BMC Helix, addressing and resolving inquiries promptly
• Troubleshoot issues related to BMC Helix, including installation, configuration, and operational challenges
• Guide clients through the implementation process, ensuring effective usage of the BMC Helix platform
• Document technical problems and solutions systematically to build a robust knowledge base for future reference
• Collaborate with product teams to communicate customer feedback and assist in routine software updates
• Participate in training sessions and webinars to educate users on best practices within the BMC Helix environment
• Contribute to process improvement initiatives that enhance customer support experiences

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related discipline
• Minimum of 2 years of technical support experience, ideally within a software or IT service environment
• In-depth knowledge of BMC Helix and experience with ticketing systems
• Strong analytical and troubleshooting skills, with attention to detail
• Excellent verbal and written communication abilities to convey complex information clearly
• Ability to work independently in a remote setup while managing efficiency and productivity
• Customer-oriented mindset with a dedication to exceeding client expectations

Preferred Qualifications

• Experience in ITIL frameworks or IT service management processes
• Familiarity with other IT service management tools and methodologies
• Prior experience in a remote technical support role
• Relevant certifications in BMC Helix or IT support services are a plus
• Capability to prioritize tasks effectively and work under minimal supervision