L2 Technician BMC Helix

L2 Technician BMC HelixFull-timeCompany DescriptionWe are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,500 employees operate a network of 2,500 offices and laboratories, working together to enable a better, safer and more interconnected world.Job DescriptionThe L2 Technician is responsible for providing Level 2 technical support, acting as a specialized supportresource for incidents and service requests related to specific technologies and services. The role contributesto service stability and continuity by resolving tickets that require deeper technical or functional expertise beyondfirst‑level support capabilities.The L2 Technician analyzes, diagnoses, and resolves incidents and service requests in accordance withestablished procedures, priorities, and resolution standards. The role applies technical knowledge and functionalexpertise to restore services efficiently, minimize business impact, and ensure accurate and sustainablesolutions.This role works closely with other support levels, including L1 and L3 teams, to ensure effective collaborationand timely escalation when required. This includes documenting findings, progress, and resolution details tomaintain continuity of service and support knowledge sharing within the support organization.Service Delivery & Ticket Resolutiona. Handle technical incidents and service requests, applying specialized technical and functionalexpertise to achieve accurate and effective resolution.b. Follow guidelines and priorities defined by the L2 Leader, ensuring work progresses in linewith established procedures and service expectations.c. Follow established self‑assignment best practices, responsibly selecting tickets based onpriority, age, and current workload to support balanced utilization and avoid individualoverload.d. Communicate unresolved or complex tickets to the L2 Leader, providing complete technicaldetails, logs, and documentation to enable effective escalation to L3 support teams whenrequired.e. Log, update, and maintain accurate ticket information in the ITSM tool, documenting actionstaken, progress, and resolution details.f. Ensure continuity of work by coordinating with other technicians to facilitate smooth handoverof incidents and service requests when required.2. Knowledge Management & Continuous Improvementa. Create, maintain, and update knowledge base articles, procedural documentation, andtroubleshooting guides based on resolved tickets and lessons learned.b. Participate in advanced technical training and skill development programs to maintain and enhance expertise within the technology cluster. c. Support initiatives focused on operational efficiency, cross-cluster coordination and long-term service quality improvements.QualificationsBachelor’s degree and/or Master’s degree in Information Technology, Computer Science, Engineering,Business, or a related field.· 5+ years of experience in IT operations, application support, or L2 support roles.· Solid hands-on experience in BMC Helix: Helix Innovation Suite, Workflow AR System and InnovationStudio, REST API, Saas Cloud – native (Helix).· Proven experience in resolving incidents and service requests requiring technical or functionalexpertise beyond first-level support.· Experience operating in multi‑cultural and geographically distributed environments.Technical/Hard Skillsa. Strong knowledge of IT Service Management (ITSM) processes, particularly incident andrequest handling at L2 level.b. Experience working with BMC AR System (Action Request System) and BMC Helix InnovationStudioc. Helix Data model and BMC Discoveryd. Technical knowledge with modern Web Interfaces and Progressive Web Application (PWA)e. Backend management, based on AR System and Innovation Suitef. Low – code development trough Innovation Studio and AR System configurationg. Experience on API rest and web services, JSON, OAuth, Middlewareh. Saas cloud – Native (Helix)i. Java development for some interphase componentsj. Ability to troubleshoot and analyze complex technical or functional issues, applying structureddiagnostic and resolution approaches.k. Ability to perform root cause analysis and document findings for recurring incidents andproblem management.l. Understanding of multi-tier support models (L1, L2, L3), including escalation processes andcollaboration with L3 teams.2. Soft Skills & Behavioral Competenciesa. Strong sense of ownership and accountability for assigned incidents and service requeststhrough to resolution.b. Skills and experience on service catalog configuration, support groups and rolesmanagement, automatic assignment configuration, users support and operative systems.c. Workflows creation and application developmentd. Process automation (Power Automate) is a plus.e. Ability to manage personal workload effectively while respecting service priorities and SLAs.f. Team-oriented mindset and willingness to collaborate with peers and other support levels.g. Good communication skills, with the ability to clearly document issues and provide updates tostakeholders.h. Ability to work under pressure in a fast-paced operational environment.i. Ability to operate effectively in multi-cultural or distributed teams.j. Fluent English (spoken and written) is mandatory.Additional InformationWhy SGS?Global and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.Flexible schedule and hybrid model.SGS university and Campus for continuos learning options.Multinational environment where you will work with colleagues from multiple continents.Benefits platform.Join Us:At SGS we believe in innovation, collaboration, and continuous improvement.  We offer a supportive and inclusive work environment that encourages professional growth and personal development.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice