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    L1 Support agent/Supervisory - Cape Town, South Africa - Blue Pearl PTY LTD

    Blue Pearl PTY LTD
    Blue Pearl PTY LTD Cape Town, South Africa

    1 week ago

    Default job background
    Description
    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)

    Requirements



    SKILL SET(Remedy):


    • Basic UNIX and Database SQL Skills
    • Experience in operating and maintaining BMC Remedy suite of products (ITSM, ARS, CMDB, SRM, SmartIT, Smart Reporting, etc.)
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