L2 ITSM Support Engineer

Job description

Your mission Join us as a Technical 2nd Level Support Engineer and help shape the future of enterprise software. In this role 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. Your key responsibilities would look like: 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 have 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 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 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. Our Benefits 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 And many more... ask us about it! 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. 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.