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Remedy Admin - Support

Job Code:
  • IT
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Job Details

Job DescriptionResponsible for providing Premier technical support of BMC/Remedy products and related softwareproducts. Job scope includes trouble shooting and solving issues of moderate to complex scope related to AR system products and integrations. Identify and report design defects to higher levels ofSupport. Work with other engineers to drive to issues to resolution. Duties/Responsibilities of PositionRespond to and resolve all customer inquiries (via phone, e-mail, web) Maintain high level of customer satisfactionMaintain clear and concise ticket documentation with all required data and fields Escalate service requests and issues appropriatelyExercise independent thought within defined procedures and practices Manage priorities and act on factors that create prioritiesPrepare for and support new products within technical area Generate Knowledge Base entriesPosition Specific Competencies/Skills Required Knowledge of Remedy AR Systemknowledge and understanding in Windows/UNIX system administration knowledge and understanding of Database Administration, Oracle, SQL, DB2 etc.Knowledge and troubleshooting of SQL Queries. Programming knowledge and troubleshooting of code (Java, C/C++/.Net/VB etc.)Basic office skills (Word, Outlook, Excel) Exceptional trouble shooting abilityProven customer service management expertise Excellent written & verbal communicationAbility to learn and effectively utilize Customer Support tools/resources Proactive in learning new versions, products, modulesAdditional technical skills (preferred) Knowledge and understanding of BMC-Remedy ProductsKnowledge of ITSM Applications Basic Concepts of ITIL.ITIL Foundation certification. Good concepts on Application workflow should have an understanding of workflow concept.Knowledge and understanding of basic Networking concepts Experience/Education Required/DesiredBS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applicationsSpecial Considerations
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-8


Application Programming | Business/Systems Analysis | System Administration | Systems Programming
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