L1 Support agent/Supervisory

1 week ago

Cape Town Western Cape South Africa Blue Pearl PTY Full time R104 000 - R208 000 per year

We are seeking a dedicated L1 Support professional with expertise in BMC Remedy to join our client. As an L1 Support for Remedy, your primary responsibility will be to provide first -level technical support and assistance to end -users regarding BMC Remedy applications and systems. Your role will involve troubleshooting issues, resolving tickets, and escalating complex problems to higher -level support teams when necessary. RESPONSIBILITIES: • End user support triage and escalation. • System Health check (e.g. backups, server health, integration reporting) • End user support triage and escalation. • simple user requests (e.g. over the shoulder support, FAQs) • ARMS request processing (e.g. User onboarding) • System personalisation (e.g. search filters) • Respond to end user queries (e.g. access level queries, reporting, user -level incidents) • Respond system event alerts, log faults (e.g. System performance incidents) • Usability checks (e.g. system responsiveness) • Create problem records (e.g. for repeat incidents) • Data Quality checks (e.g. foundation data validation) • Integration reporting (e.g. ticket status alignment) • Conduct runbook automations (e.g. automated process restarts, invoke workflows) • Software license compliance • Sox control (Remedy user attestation reports) • Incident comms (all severities, business hours) RequirementsSKILLSET(Remedy):· BasicUNIX and Database SQL Skills· Experiencein operating and maintaining BMC Remedy suite of products (ITSM, ARS, CMDB,SRM, SmartIT, Smart Reporting, etc.)

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