Senior Technical Support Analyst - ITSM & Agentic AI

BMC Helix; Región Centro; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

BMC Helix is seeking a dedicated Customer Champion to join the Technical Support Team. The role focuses on managing customer expectations, researching incidents for knowledge articles, and escalating complex issues to R&D.

You will apply structured, policy-based problem solving across multiple BMC Remedy ITSM modules. The ideal candidate brings 4+ years of hands-on Remedy ITSM experience, strong troubleshooting skills, and a willingness to work periodic weekends.

Formación

• 4+ years of experience handling BMC Remedy ITSM across ARS/SRM/SLM/SmartIT/Smart Reporting/CMDB.
• In-depth troubleshooting and analytical knowledge in these BMC product areas.
• Bachelor's degree from any stream - Full Time
• Periodic weekend work may be required

Responsabilidades

• Manage customer expectations and research incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Escalate issues and work directly with Research and Development to resolve complex support problems.
• Use company policies and procedures to solve a wide range of difficult problems with imaginative and practical approaches.
• Troubleshoot intermediate to advanced problems and ensure proper escalation for unresolved issues.
• Learn, participate in global projects, and contribute as an innovator within the team.

Conocimientos

Customer support

Troubleshooting

Educación

Bachelor's degree

Herramientas

BMC Remedy ITSM

Descripción del empleo

BMC Helix is seeking a dedicated Customer Champion to join the Technical Support Team. The role focuses on managing customer expectations, researching incidents for knowledge articles, and escalating complex issues to R&D.

You will apply structured, policy-based problem solving across multiple BMC Remedy ITSM modules. The ideal candidate brings 4+ years of hands-on Remedy ITSM experience, strong troubleshooting skills, and a willingness to work periodic weekends.