Technical Support Analyst - (IT Support + Network Operations)

Overview

We are building a new ServiceOps team that combines Service Desk and Network Operations Center (NOC) capabilities. As a Technical Support Analyst, you will be responsible for delivering end-to-end IT support and proactive monitoring of infrastructure, network, and applications. This role demands strong troubleshooting skills, customer focus, and the ability to work in a fast-paced, global environment.Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

• Provide L1/L2 IT support via phone, email, chat, and ticketing tools.
• Troubleshoot issues related to Windows/macOS, Office 365, VPN, and MDM.
• Install, configure, and maintain hardware/software for laptops, desktops, and mobile devices.
• Administer Active Directory and participate in onboarding/offboarding.
• Proactively monitor IT infrastructure, network, and applications using tools like BMC Helix Operation Manager, Netreo, Entuity, APM.
• Perform L1 troubleshooting and escalate as needed.
• Initiate and manage crisis calls during major incidents or outages.
• Ensure adherence to ITIL-aligned processes and maintain accurate records in ITSM systems.
• Contribute to knowledge base and identify automation opportunities.Additional InformationShift: 24x7 rotational shifts including weekends and holidays.Transport: Pick and drop facility provided.