2nd Level ITSM Support Engineer

• 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, We could tell you all about the free fruit and drinks in the office, that you will have flexible working hours, 30 days of vacation or that remote work is part of everyday life. But in our eyes, that's not a benefit, it's standard. Here are some of our benefit offers:
• 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

Do you have experience in Technical support?, * 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

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., 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.