Senior Analyst Technical Support Engineer

Job Description :

The engineer must follow the scripts outlined in the manuals and escalate questions to their manager if needed.

• Accept incoming phone calls and make outgoing calls.
• Log each incoming phone call through the CMS system (BMC Remedy/Helix).
• Document all interactions with clients and actions taken to resolve incidents during support.
• Provide verbal (over the phone) or written instructions to the client through the CMS system (BMC Remedy/Helix).
• Set the correct incident status (Pending, Closed) depending on whether the issue has been resolved.
• At the request of the manager: make an outgoing call to the client, for example, related to a complaint or another emergency situation.
• Handle client incidents coming through the CMS system (BMC Remedy/Helix).
• Troubleshoot by analyzing information provided by the user.
• Request additional information if necessary.
• Provide instructions for resolving known issues related to product configuration or other adjustments.
• Escalate the incident to the Client's expert group if deeper expertise is required.
• Perform product configuration, troubleshooting, and diagnostic data collection using remote assistance tools.