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Remedy Admin - Support

Job Code:
  • IT
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Job Details

Responsible for providing Premier technical support of BMC/Remedy products and related software products. Job scope includes trouble shooting and solving issues of moderate to complex scoperelated to AR system products and integrations. Identify and report design defects to higher levels of Support. Work with other engineers to drive to issues to resolution.Duties/Responsibilities of Position Respond to and resolve all customer inquiries (via phone, e-mail, web)Maintain high level of customer satisfaction Maintain clear and concise ticket documentation with all required data and fieldsEscalate service requests and issues appropriately Exercise independent thought within defined procedures and practicesManage priorities and act on factors that create priorities Prepare for and support new products within technical areaGenerate Knowledge Base entries Position Specific Competencies/Skills RequiredKnowledge of Remedy AR System knowledge and understanding in Windows/UNIX system administrationknowledge 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 ability Proven customer service management expertiseExcellent written & verbal communication Ability to learn and effectively utilize Customer Support tools/resourcesProactive in learning new versions, products, modules Additional technical skills (preferred)Knowledge and understanding of BMC-Remedy Products Knowledge of ITSM ApplicationsBasic Concepts of ITIL. ITIL Foundation certification.Good concepts on Application workflow should have an understanding of workflow concept. Knowledge and understanding of basic Networking conceptsExperience/Education Required/Desired BS degree in CS or related technical field OR equivalent experience in programming software forsystems and/or applications Special 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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