L2 Technician BMC Helix

About the role

The L2 Technician provides Level 2 technical support for incidents and service requests related to BMC Helix and associated services. The role ensures service stability by resolving tickets that require deeper technical expertise beyond first‑level support.

Key responsibilities

• Analyze, diagnose, and resolve technical incidents and service requests following established procedures.
• Follow L2 Leader guidelines, prioritize tickets, and manage workload to avoid overload.
• Escalate complex tickets to L3 with complete technical details, logs, and documentation.
• Maintain accurate ticket records in the ITSM tool, documenting actions, progress, and resolutions.
• Coordinate handovers with other technicians to ensure continuity of service.
• Create and update knowledge‑base articles, procedural documents, and troubleshooting guides.
• Participate in advanced technical training and support continuous‑improvement initiatives.

Required profile

• Bachelor’s or Master’s degree in IT, Computer Science, Engineering, Business or related field.
• 5+ years of experience in IT operations, application support, or technical service delivery.
• Proven ability to work collaboratively with L1, L2, and L3 support teams.

Required skills

• BMC Helix
• ITSM tool usage