The L2 Technician is responsible for providing Level 2 technical support, acting as a specialized support

resource for incidents and service requests related to specific technologies and services. The role contributes

to service stability and continuity by resolving tickets that require deeper technical or functional expertise beyond

first‑level support capabilities.

The L2 Technician analyzes, diagnoses, and resolves incidents and service requests in accordance with

established procedures, priorities, and resolution standards. The role applies technical knowledge and functional

expertise to restore services efficiently, minimize business impact, and ensure accurate and sustainable

solutions.

This role works closely with other support levels, including L1 and L3 teams, to ensure effective collaboration

and timely escalation when required. This includes documenting findings, progress, and resolution details to

maintain continuity of service and support knowledge sharing within the support organization.
 

Service Delivery & Ticket Resolution

a. Handle technical incidents and service requests, applying specialized technical and functional

expertise to achieve accurate and effective resolution.

b. Follow guidelines and priorities defined by the L2 Leader, ensuring work progresses in line

with established procedures and service expectations.

c. Follow established self‑assignment best practices, responsibly selecting tickets based on

priority, age, and current workload to support balanced utilization and avoid individual

overload.

d. Communicate unresolved or complex tickets to the L2 Leader, providing complete technical

details, logs, and documentation to enable effective escalation to L3 support teams when

required.

e. Log, update, and maintain accurate ticket information in the ITSM tool, documenting actions

taken, progress, and resolution details.

f. Ensure continuity of work by coordinating with other technicians to facilitate smooth handover

of incidents and service requests when required.

2. Knowledge Management & Continuous Improvement

a. Create, maintain, and update knowledge base articles, procedural documentation, and

troubleshooting 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.

Bachelor’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 Innovation

Studio, REST API, Saas Cloud – native (Helix).

· Proven experience in resolving incidents and service requests requiring technical or functional

expertise beyond first-level support.

· Experience operating in multi‑cultural and geographically distributed environments.
 

Technical/Hard Skills

a. Strong knowledge of IT Service Management (ITSM) processes, particularly incident and

request handling at L2 level.

b. Experience working with BMC AR System (Action Request System) and BMC Helix Innovation

Studio

c. Helix Data model and BMC Discovery

d. Technical knowledge with modern Web Interfaces and Progressive Web Application (PWA)

e. Backend management, based on AR System and Innovation Suite

f. Low – code development trough Innovation Studio and AR System configuration

g. Experience on API rest and web services, JSON, OAuth, Middleware

h. Saas cloud – Native (Helix)

i. Java development for some interphase components

j. Ability to troubleshoot and analyze complex technical or functional issues, applying structured

diagnostic and resolution approaches.

k. Ability to perform root cause analysis and document findings for recurring incidents and

problem management.

l. Understanding of multi-tier support models (L1, L2, L3), including escalation processes and

collaboration with L3 teams.

2. Soft Skills & Behavioral Competencies

a. Strong sense of ownership and accountability for assigned incidents and service requests

through to resolution.

b. Skills and experience on service catalog configuration, support groups and roles

management, automatic assignment configuration, users support and operative systems.

c. Workflows creation and application development

d. 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 to

stakeholders.

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.

Why 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.