Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you support customers in the ESM environment, handle technical inquiries, resolve issues efficiently, document solutions, and collaborate with internal teams on process improvements.
Job Technologies
Your role in the team
- 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.
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Our expectations of you
Education
- Degree in IT, Computer Science, or related field.
Qualifications
- Very good knowledge of IT infrastructure, SQL Server/Databases, Active Directory, and Cloud services (like Microsoft Azure).
- Vertrautheit mit ITIL-Prinzipien.
- 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.
- Knowledge of network, Internet technologies and their protocols.
- First knowledge in scripting such as PowerShell.
Experience
- Previous experience from working in the technical support.
- Experience with cloud troubleshooting and ITSM tools (e.g., Matrix42 solutions).
- First experience in using AI at work.
- Experience in ESM support.
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What we offer
- Flexible working hours, 30 days of vacation or that remote work is part of everyday life.
- 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.
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Topics that you deal with on the job
Job Locations
This is your employer
Matrix42
Based in Frankfurt am Main, Matrix42 specializes in the digitization and automation of IT and HR departments. The company provides solutions for optimizing IT processes and supporting digital transformation.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
L2 ITSM Support Engineer
- Location
- Frankfurt
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
