2nd Level ITSM Support Engineer

🕒 April 1

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Matrix42

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

IT Service Management • SaaS • Enterprise

Matrix42 is a leading provider of integrated IT service management (ITSM) solutions, specializing in automating and optimizing IT and enterprise service processes. Their suite of products includes IT asset management, software asset management, endpoint management, and identity governance, all designed to enhance operational efficiency and security within organizations. Matrix42 aims to simplify IT operations, reduce costs, and improve end-user experiences through innovative technologies and intelligent automation.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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