2nd Level ITSM Support Engineer

2nd Level ITSM Support Engineer

Join to apply for the 2nd Level ITSM Support Engineer role at Matrix42.

Direct message the job poster from Matrix42.

Your mission

• Support our customers in the ESM environment Network management
• Act as first contact for technical support, resolving incidents efficiently
• Troubleshoot issues in your solution area, escalating complex cases
• Communicate effectively with customers and partners on issue status and resolution
• Document solutions and contribute to the knowledge base
• Work closely with Cloud, Services, Engineering and other internal teams
• Support process improvements
• Coordinate or escalate major incidents when needed

Your profile

MUST HAVES

• Degree in IT, Computer Science, or related field
• Previous experience from working in the technical support
• Very good knowledge of IT infrastructure, SQL Server/Databases, Active Directory and Cloud services (like Microsoft Azure)
• Experience with cloud troubleshooting and ITSM tools (e.g., Matrix42 solutions)
• Familiarity with ITIL principles
• Strong problem-solving and communication skills
• Business German level, Fluent in English
• Able to manage multiple tasks in a dynamic environment
• “We love customers!” mindset

NICE TO HAVE

• Knowledge of network, Internet technologies and their protocols
• First Knowledge in scripting such as PowerShell
• Experience in ESM support

Why us?

Matrix42 is a leading provider of digital workspace management solutions, specializing in software that streamlines IT operations, enhances security, and optimizes digital experiences for businesses. The company offers innovative tools for managing endpoints, software assets, and service desks, empowering organizations to manage their IT infrastructure and improve productivity efficiently. With a focus on automation and integration, Matrix42 helps companies navigate the complexities of modern IT environments, ensuring smooth operations and a seamless user experience.

As a Technical 2nd Level Support Engineer at Matrix42, you’ll manage technical incidents and ensure timely resolution for our customers and partners. Specializing in a specific solution area, you’ll deliver high-quality support, communicate clearly, and collaborate with internal teams to enhance service experience.

Our Benefits

• Learning & Development Opportunities - Up to 6 additional days off for personal or professional development
• One Social Day for you to assist in social settings or attend events that help improve our environment
• Bicycle leasing, the contract, and insurance will run through us
• The possibility to choose an additional benefit that works for you either a fitness membership, job ticket, retirement plan, or a monetary bonus

Your contact person

Send us your application IN ENGLISH, including your salary requirements and earliest possible starting date, directly through our online portal via the "APPLY NOW" button. If you have any questions, please do not hesitate to contact Diane Djongoue.

We would like to know that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system because of the currently valid EU data protection regulations.

About us

Our ambition is to be the European choice in service management! By using our platform, customers can manage IT and business processes, assets, endpoints, and identities for improved productivity, agility, security, and employee experience. By enabling digital working environments and IT self-service through holistic integration and automated processes, we digitalize and automate our customers' everyday tasks. Join our diverse team of 600 professionals spread across Europe.

Our culture is built on strong values (We love customers, Make it happen, Better every day, With respect), with customer success as our top priority. We support your personal and professional growth, helping you reach your full potential through personalized goals. Join us on a journey where you can thrive in both your career and life. We are committed to building an inclusive and diverse workplace, and we welcome applications from all individuals, regardless of gender, age, disability, ethnic or social origin, religion or belief, sexual orientation, or identity.

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