Junior Technical Support Specialist (1st level)

Matrix42 AG; Frankfurt, Delmenhorst; Vor Ort; EUR 35.000 - 55.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen (Junior) Technical Support Specialist, der als erste Anlaufstelle für Kundenanfragen fungiert. In dieser spannenden Rolle sind Sie für die Bearbeitung von technischen Vorfällen, die Unterstützung von Kunden und die Zusammenarbeit mit dem 2nd Line Support verantwortlich. Sie werden in einem dynamischen Umfeld arbeiten, das Ihnen die Möglichkeit bietet, Ihre Fähigkeiten in der Problemlösung und Kundenkommunikation weiterzuentwickeln. Die Position bietet flexible Arbeitszeiten, die Möglichkeit von Homeoffice und zahlreiche Entwicklungsmöglichkeiten. Wenn Sie eine Leidenschaft für IT und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie.

Leistungen

Learning & Development Opportunities

Social Day

Bicycle leasing

Flexible working hours

30 days of vacation

Remote work options

Qualifikationen

• Abschluss in einem IT-Bereich oder vergleichbar.
• Grundlegendes Verständnis von IT-Infrastruktur und Netzwerken.

Aufgaben

• Erster Ansprechpartner für Kundenanfragen und Problemlösungen.
• Dokumentation von Problemen und Lösungen im System.

Kenntnisse

Problem-solving skills

Customer communication

Basic understanding of IT infrastructure

Basic troubleshooting

Business Fluent English

Business Fluent German

Knowledge of SQL databases

Knowledge of Active Directory

Knowledge of ITSM platforms

Ausbildung

University degree in IT related field

Jobbeschreibung

Your mission

As a (Junior) Technical Support Specialist, you will be the first point of contact for customer inquiries, focusing on incident logging, basic troubleshooting, and timely escalation of more complex issues. You will provide excellent customer communication and ensure efficient resolution of common technical problems within a specific solution area.

1. Respond to customer inquiries via phone, email, and ticketing systems
2. Perform initial troubleshooting for technical incidents and service requests
3. Prioritize all incoming ticket types and secure the right assignments of the incidents and service requests
4. Accurately document issues, resolutions, and escalation paths in the system
5. Guide customers through self-service options and knowledge base resources
6. Collaborate with 2nd line support to ensure timely resolution of complex cases
7. Maintain a high level of customer satisfaction through clear and professional communication

Your profile

1. University degree in IT related field or comparable
2. Basic understanding of IT infrastructure, networking, and software applications
3. Strong problem-solving skills and ability to follow troubleshooting guides
4. Excellent communication skills and a customer-oriented mindset
5. Ability to work efficiently in a fast-paced environment
6. Knowledge of SQL databases, Active Directory, or ITSM platforms is an advantage
7. Business Fluent English and German. Finnish or any other languages is a plus

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.

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:

1. Learning & Development Opportunities - Up to 6 additional days off for personal or professional development
2. One Social Day for you to assist in social settings or attend events that help improve our environment
3. Bicycle leasing, the contract, and insurance will run through us
4. 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!