2nd Level Support Engineer UEM

Matrix42 AG; Frankfurt; Vor Ort; EUR 50.000 - 65.000; Vollzeit

Zusammenfassung

A software company in Frankfurt seeks a Technical 2nd Level Support Engineer to manage incidents and support customers in the ESM environment. Candidates should have a degree in IT, strong knowledge of IT infrastructure and Cloud services, and fluency in English and Business German. The role involves troubleshooting issues, collaborating with internal teams, and enhancing service experience. Benefits include flexible hours and opportunities for professional development.

Leistungen

Learning & Development Opportunities

Social Day

Bicycle leasing

Fitness membership or retirement plan

Qualifikationen

• Degree in IT, Computer Science, or related field required.
• Previous experience in technical support is essential.
• Very good knowledge of IT infrastructure and cloud services.

Aufgaben

• Support customers in Network management.
• Act as first contact for technical support.
• Troubleshoot issues and document solutions.

Kenntnisse

IT infrastructure knowledge

SQL Server/Databases

Cloud services

Client Management software

Cloud troubleshooting

ITIL principles

Problem-solving

Communication skills

Business German

Fluent English

Ausbildung

Degree in IT, Computer Science, or related field

Tools

PowerShell

Jobbeschreibung

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 escalation 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 and Cloud services (like Microsoft Azure)
• Experience withClient Management software, remote assistance and similar software
• Experience withcloud troubleshooting and UEM 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

NICE TO HAVE

• Knowledge of network, Internet technologies and their protocols
• First Knowledge in scripting such as PowerShell
• Experience inESM 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.

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

And many more... ask us about it!

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.