Müller's Solutions

Technical Support Analyst

Müller's Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Rome • 🇮🇹 Italy

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Job Level

JuniorMid-Level

Tech Stack

ITSM

About the role

  • Provide efficient first-level technical assistance to clients using BMC Helix, addressing and resolving inquiries promptly.
  • Troubleshoot issues related to BMC Helix, including installation, configuration, and operational challenges.
  • Guide clients through the implementation process, ensuring effective usage of the BMC Helix platform.
  • Document technical problems and solutions systematically to build a robust knowledge base for future reference.
  • Collaborate with product teams to communicate customer feedback and assist in routine software updates.
  • Participate in training sessions and webinars to educate users on best practices within the BMC Helix environment.
  • Contribute to process improvement initiatives that enhance customer support experiences.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or related discipline.
  • Minimum of 2 years of technical support experience, ideally within a software or IT service environment.
  • In-depth knowledge of BMC Helix and experience with ticketing systems.
  • Strong analytical and troubleshooting skills, with attention to detail.
  • Excellent verbal and written communication abilities to convey complex information clearly.
  • Ability to work independently in a remote setup while managing efficiency and productivity.
  • Customer-oriented mindset with a dedication to exceeding client expectations.
  • **Preferred Qualifications:**
  • Experience in ITIL frameworks or IT service management processes.
  • Familiarity with other IT service management tools and methodologies.
  • Prior experience in a remote technical support role.
  • Relevant certifications in BMC Helix or IT support services are a plus.
  • Capability to prioritize tasks effectively and work under minimal supervision.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
BMC Helixtechnical supporttroubleshootinginstallationconfigurationticketing systemsprocess improvementITILIT service managementanalytical skills
Soft skills
communicationattention to detailcustomer-orientedindependent workefficiencyproductivitytask prioritizationcollaborationtrainingproblem-solving
Certifications
BMC Helix certificationIT support services certification