The Help Desk Technician is a technical support role at BMC Networks whose primary responsibility is to provide telephone and remote desktop support for our clients. This is a client facing role, interacting with people of all levels in our client's offices. The Help Desk Technician is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.
The Help Desk Technician is part of our Support Services team as a remote support resource that reports to their Support Manager. The Help Desk Technician is expected to present himself/herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. These services are performed with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.
This position is part of an on-call rotation for approximately one week in eight. During the on-call period, the individual is expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.
This is a salaried position with access to the benefits package.
· Degree or diploma related to information technology
· 0-2 years related experience
· Answering phone calls
· Working on tickets in the queue
· Troubleshooting issues for clients
· Entering and allocating time accurately
· Documentation of issues and resolutions
· Escalating issues to Systems Support
· Collaborating with team
· Communicate with vendors on behalf of clients
Work with customers over the phone in a professional and courteous manner
Gain a firm understanding of the common LOB applications in use at BMC clients
Gain experience in all areas of IT relevant to BMC clients