L2 Technician BMC Helix
Core
Provide Level 2 technical support for BMC Helix incidents and service requests, resolving complex issues to ensure service stability and continuity.
Role type
Senior IC L2 Application Support Technician
Builds
Stable IT services and operational continuity for clients using BMC Helix solutions
Domain
IT Service Management (ITSM) / BMC Helix / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
BMC Helix Innovation Suite, BMC AR System, REST API, JSON, OAuth, Middleware, Java, Root Cause Analysis, ITSM processes, Low-code development
Preferred skills
Power Automate, BMC Discovery, PWA, SaaS cloud-native architecture
Technologies
BMC Helix, BMC AR System, Innovation Studio, REST API, Java, Power Automate, JSON, OAuth
Responsibilities
Diagnose and resolve L2 incidents and service requests; Create and maintain knowledge base articles and troubleshooting guides; Collaborate with L1 and L3 teams for escalation and handover; Document findings and resolution details in ITSM tools; Perform root cause analysis for recurring incidents.
Seniority
Senior, hands-on IC
