L2 ITSM Support Engineer
Matrix42 · Frankfurt Am Main, Hesse, DE
Your mission - Support our customers in the ESM environment Network management - Act as first contact for technical support, resolving incidents efficiently...
Job description
Your mission: - 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 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 NICE TO HAVE: - Knowledge of network, Internet technologies and their p...