L2 ITSM Support Engineer

Responsibilities

• 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 – Mandatory

• Degree in IT, Computer Science, or related field
• Previous experience working in 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
• First experience in using AI at work

Nice to Have

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

Benefits

• Learning & Development Opportunities – up to 6 additional days off for personal or professional development
• One Social Day for team building or community events
• Bicycle leasing, contract, and insurance available through the company
• Option to choose an additional benefit such as a fitness membership, job ticket, retirement plan, or monetary bonus

We are an equal opportunity employer. We welcome applications from all genders and do not discriminate on the basis of gender, gender identity, age, disability, ethnic origin, religion or belief, or sexual orientation.