- 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
L2 ITSM Support Engineer
Frankfurt am Main - Hybrid, Remote (Deutschland)
Full-time
Permanent employee
Your mission
Your profile
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
- First experience in using AI at work
- 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.
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.
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 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
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 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.
Über uns
Unsere Ambition ist es, die erste Wahl in Europa für Service Management zu sein!
Mit unserer Plattform können Kunden IT- und Geschäftsprozesse, Assets, Endgeräte und Identitäten effizient verwalten, um Produktivität, Agilität, Sicherheit und das Mitarbeitererlebnis zu verbessern. Durch die Bereitstellung digitaler Arbeitsumgebungen und IT-Self-Service mit ganzheitlicher Integration und automatisierten Prozessen digitalisieren und automatisieren wir die täglichen Aufgaben unserer Kunden.
Werde Teil unseres vielfältigen Teams von 600 Fachkräften in ganz Europa! Unsere Unternehmenskultur basiert auf starken Werten, wobei der Erfolg unserer Kunden oberste Priorität hat. Wir unterstützen dein persönliches und berufliches Wachstum und helfen dir, dein volles Potenzial durch individuelle Ziele zu erreichen. Begleite uns auf einer Reise, auf der du dich sowohl beruflich als auch persönlich weiterentwickeln kannst.
Wir setzen auf ein inklusives und vielfältiges Arbeitsumfeld und begrüßen Bewerbungen aller Personen, unabhängig von Geschlecht, Alter, Behinderung, ethnischer oder sozialer Herkunft, Religion oder Weltanschauung, sexueller Orientierung oder Identität.