Opportunity at
SGSL2 Technician BMC Helix
This full-time on-site support role at SGS in the Philippines provides Level 2 technical support for BMC Helix services. The technician resolves tickets that need deeper…
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About This Role
This full-time on-site support role at SGS in the Philippines provides Level 2 technical support for BMC Helix services. The technician resolves tickets that need deeper expertise than Level 1, documents findings and escalates complex cases to Level 3 teams. The role also contributes to knowledge articles and service quality improvements.
Job Description
This full-time on-site support role at SGS in the Philippines provides Level 2 technical support for BMC Helix services. The technician resolves tickets that need deeper expertise than Level 1, documents findings and escalates complex cases to Level 3 teams. The role also contributes to knowledge articles and service quality improvements.
Responsibilities
- Resolve Level 2 incidents and service requests that need specialized technical or functional expertise.
- Log and update ITSM tickets with actions, progress and resolution details.
- Escalate complex tickets to L3 teams with logs and documentation.
- Create and maintain knowledge base articles and troubleshooting guides.
Requirements
- A bachelor's or master's degree in IT, computer science, engineering, business or a related field.
- At least five years in IT operations, application support or L2 support roles.
- Hands-on experience with BMC Helix, including Innovation Suite, AR System, REST APIs and cloud-native Helix.
Qualifications
- Low-code development with Innovation Studio and AR System configuration is valued.
- Java development for some interface components is an advantage.
- Power Automate experience is a plus. Fluent English is mandatory.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote or onsite?
The posting lists the role as on-site in the Philippines.
What experience is required?
At least five years in IT operations, application support or L2 support roles is required, with hands-on BMC Helix experience.
Does the posting specify a salary?
The posting does not specify a salary or compensation range.
Sample Interview Questions
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