Matrix42

2nd Level ITSM Support Engineer

Matrix42

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇪 Germany

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudITSMSQL

About the role

  • 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

  • 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
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
  • And many more... ask us about it!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT infrastructureSQL ServerDatabasesActive DirectoryCloud servicesMicrosoft Azurecloud troubleshootingITSM toolsMatrix42 solutionsITIL principles
Soft skills
problem-solvingcommunicationcustomer supportincident resolutiondocumentationprocess improvementtask management
Certifications
Degree in ITDegree in Computer Science