We are looking for a Staff Technical Supp Analyst to provide L1/ L2 Service Desk and onsite End User Support in a 24/7 global support environment. The role combines remote Service Desk responsibilities with hands-on IT support for the Bangalore office, including endpoint support, onboarding/ offboarding, asset management, and day-to-day site IT operations.
Key Responsibilities
Provide L1/L2 support through phone, Microsoft Teams, email, chat, and BMC Smart IT / Helix.Log, troubleshoot, resolve, and appropriately escalate incidents and service requests in line with SLAs.
Support Windows and macOS devices, Microsoft 365, Teams, Outlook, OneDrive, VPN, authentication, access, and standard business applications.Configure, deploy, reimage, and troubleshoot Windows and Mac laptops.
Provide desk-side support for hardware, software, connectivity, endpoint, printer, and AV issues.Support employee onboarding/ offboarding, password and access requests, Beyond Identity, Okta, Windows Hello, and mobile-device setup.
Act as an onsite IT point of contact for Bangalore and coordinate with remote resolver teams, Facilities, Security, and vendors. Manage IT assets and IT Lounge inventory, including receiving, issuing, tracking, stock validation, and asset collection.
Maintain accurate ticket notes, resolution details, knowledge articles, SOPs, and shift handovers.Identify recurring issues and opportunities for knowledge improvement, automation, and self-service. Follow ITIL-aligned incident, request fulfilment, escalation, and knowledge-management processes.Work in rotational shifts, including nights, weekends, and holidays as required.
Required Skills
- Hands-on experience in Service Desk, Desktop Support, End User Support (EUS/ EUC), or IT Technical Support.
- Strong practical troubleshooting knowledge of Windows and macOS endpoints.
- Working knowledge of Microsoft 365, Outlook, Teams, and OneDrive.
- Experience troubleshooting authentication, identity, password, and access-related issues.
- Experience with ITSM platforms, preferably BMC Helix / Smart IT.
- Experience with laptop deployment, imaging/reimaging, hardware troubleshooting, peripherals, and printer support.
- Basic troubleshooting experience with office AV equipment.
- Understanding incident management, service request fulfilment, escalation processes, SLAs, and ITIL practices.
- Experience maintaining accurate ticket records, troubleshooting notes, and technical documentation.
- Strong customer service, verbal, and written communication skills.
- Ability to troubleshoot independently while knowing when and how to engage appropriate resolver teams.
- Ability to work effectively as an onsite IT representative while collaborating with geographically distributed teams.
- Strong ownership and follow-through, with the ability to coordinate technical issues across multiple teams and vendors.
Company Profile
BMC was founded on a deeply felt principle: help customers maximize their technology and drive better business outcomes. We do that by connecting and optimizing digital operations to create an AI-powered engine for continuous innovation. At BMC, trust is not just a word it s a way of life. You can be who you are in a workplace where innovation and thought flow freely and collaboration inspires ideas. A place where giving back to the community drives us to be better every single day.
Our flexibility allows you to balance your priorities, because we know you will bring your best, and we will champion your wins and shout them from the rooftops. We want to help our customers become Autonomous Digital Enterprises to help them be more agile, customer-centric, and use data to drive actionable insights. Our BMC solutions have the power to transform entire organizations. We are relentless in the pursuit of innovation because we are unstoppable.
