Technical Support Engineer – Service Desk L2 (Bilingual)

About the role

We are seeking a Junior IT Product Support – Service Desk Agent to provide Level 2 application support for our global eQMS platform, handling incidents, service requests and operational issues.

Key responsibilities

• Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
• Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
• Support go‑lives, hypercare, migrations, cutovers, and application releases.
• Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
• Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known‑error information.
• Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.

Required profile

• Experience in IT application support / service management.
• Experience with ticketing tools.
• Knowledge of Document Control, Training, and Change Management.
• Advanced English proficiency (B2‑C1).

Required skills

• BMC Helix ITSM
• ITIL practices