2nd Level ITSM Support Engineer

Your missionSupport our customers in the ESM environment Network managementAct as first contact for technical support, resolving incidents efficientlyTroubleshoot issues in your solution area, escalating complex casesCommunicate effectively with customers and partners on issue status and resolutionDocument solutions and contribute to the knowledge baseWork closely with Cloud, Services, Engineering and other internal teamsSupport process improvementsCoordinate or escalate major incidents when neededYour profileMUST HAVESDegree in IT, Computer Science, or related fieldPrevious experience from working in the technical supportVery 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 principlesStrong problem-solving and communication skillsBusiness German level, Fluent in EnglishAble to manage multiple tasks in a dynamic environment“We love customers” -mindsetNICE TO HAVEKnowledge of network, Internet technologies and their protocolsFirst Knowledge in scripting such as PowerShellExperience in ESM supportWhy 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 BenefitsWe 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 developmentOne Social Day for you to assist in social settings or attend events that help improve our environmentBicycle leasing, the contract, and insurance will run through usThe possibility to choose an additional benefit that works for you either a fitness membership, job ticket, retirement plan, or a monetary bonusAnd many more... ask us about itYour contact personSend 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.Application form fieldsAbout usOur 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.