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Basic Information

Job Name
Technical Supp Analyst
Country
India
State
IN_Maharashtra
City
Pune
Date Published
18-Jun-2026
Job ID
63010
Travel
up to 10%
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

#LI-UT1
Hybrid: #LI-Hybrid
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
The IT Service Desk Engineer will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Helix Office users as well as remote users at other BMC helix offices and home workers.

Here is how, through this exciting role, YOU will contribute to BMC Helix's and your own success:

  • Provide first and second line technical support to internal and remote users, ensuring a seamless IT experience.
  • Take ownership of incidents and service requests, managing them through their full lifecycle to resolution.
  • Deliver excellent customer service by handling queries via phone, email, and chat in a professional and timely manner.
  • Diagnose and resolve technical issues efficiently, ensuring high levels of first contact resolution.
  • Ensure all incidents and requests are logged, categorized, prioritized, and resolved in line with SLA commitments.
  • Collaborate with internal and external teams to escalate and resolve complex issues.
  • Continuously improve service quality by identifying recurring issues and contributing to process improvements.
  • Maintain and enhance the knowledge base to support faster issue resolution.
  • Share knowledge within the team and act as a Subject Matter Expert (SME) when required.
  • Contribute to IT projects and support the implementation of new tools, systems, and applications.
To ensure you’re set up for success, you will bring the following skillset & experience:

  • 3–4 years of experience in IT Service Desk or technical support roles.
  • Strong expertise in Windows operating systems (Windows 7/8/10).
  • Advanced knowledge of Microsoft Office (2010/2013/O365).
  • Solid understanding of Active Directory, including user administration, group policies, and domain environments.
  • Experience with Exchange mailbox administration and email troubleshooting.
  • Good knowledge of DNS, networking concepts, and VPN technologies.
  • Experience supporting mobile device management (AirWatch, MobileIron, Intelligent Hub, BYOD environments).
  • Familiarity with collaboration tools such as Skype for Business and antivirus solutions.
  • Understanding of backup and restoration processes.
  • Experience working with ticketing tools and incident management systems.
  • Knowledge of ITIL framework and IT service management practices.
  • Exposure to Apple/macOS environments is an advantage.
  • Strong communication and stakeholder management skills.
  • Ability to handle challenging situations and demanding users with professionalism.
  • Willingness and ability to quickly learn new technologies and applications.
CA-DNP

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At HELIX we believe in pay transparency and have set the midpoint of the salary band for this role at 1,180,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The salary listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 




(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Min salary
885,000

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

Mid point salary
1,180,000
Max salary
1,475,000
Min Salary - NEW
885,000
Max Salary - NEW
1,475,000