(Temporary) Technical Support Consultant ESM

TN Germany; Frankfurt; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

Join a forward-thinking company as a Technical Support Consultant, where you'll be the first point of contact for customers, ensuring their technical issues are resolved efficiently. This role emphasizes excellent communication and problem-solving skills while working in a dynamic environment. You'll gain exposure to cutting-edge IT solutions and have opportunities for professional growth. With a strong focus on customer satisfaction, your contributions will directly impact the quality of service provided. Enjoy a supportive workplace culture that values your development and offers a range of benefits, including flexible working hours and additional vacation days.

Leistungen

Flexible Working Hours

30 Days of Vacation

Remote Work

Learning & Development Opportunities

Social Day

Bicycle Leasing

Fitness Memberships

Job Tickets

Retirement Plans

Monetary Bonuses

Qualifikationen

• Degree in computer science or related field required.
• Solid understanding of IT infrastructure and SQL databases.

Aufgaben

• Manage and resolve technical incidents efficiently.
• Document incidents and solutions for continuous improvement.

Kenntnisse

Incident Management

Technical Support

Problem-Solving

Communication Skills

SQL Server

Active Directory

ITIL Principles

Cloud Troubleshooting

German Language

English Language

Ausbildung

Degree in Computer Science

Degree in Information Technology

Tools

ESM Platforms

ITSM Tools

Jobbeschreibung

(Temporary) Technical Support Consultant ESM, Frankfurt

Client: Matrix42

Location: Frankfurt, Germany

Job Category: Other

EU work permit required: Yes

Job Reference: 861de087fdfa

Job Views: 2

Posted: 27.04.2025

Expiry Date: 11.06.2025

Job Description

Your mission

As a Support Consultant at Matrix42, you will be responsible for incident management, ensuring timely and effective resolution of customer issues. You will specialize in a specific solution area, providing high-quality technical support while maintaining excellent communication with customers. Your role is to troubleshoot technical incidents, escalate when necessary, and continuously enhance customer satisfaction by delivering a seamless support experience. (Limited until December 2025 with strong possibility of permanent contract.)

Responsibilities

• Serve as the first point of contact for customers, managing and resolving technical incidents efficiently.
• Diagnose and troubleshoot issues related to your own product portfolio, escalating complex cases when necessary.
• Maintain excellent communication with customers, providing clear updates on issue resolution progress.
• Document incidents, solutions, and best practices in the knowledge base to support continuous improvement.
• Promote self-service tools and guide customers on utilizing available resources.
• Collaborate with cross-functional teams, including Cloud and Services, to ensure quick and effective resolutions.
• Contribute to process improvements to reduce response times and improve service quality.
• Coordinate major escalations to senior roles when needed.
• Review project handovers and provide feedback to the project team.

Your profile

• Degree in computer science, information technology, or a related field.
• Solid understanding of IT infrastructure, SQL Server, SQL Databases, and Active Directory.
• Experience troubleshooting in cloud environments is an advantage.
• Familiarity with ITIL principles or certification is a plus.
• Hands-on experience with ESM or similar ITSM platforms.
• Strong problem-solving skills focused on incident resolution and customer satisfaction.
• Excellent verbal and written communication skills.
• Business fluent English and German; Finnish or other languages are a plus.
• Ability to prioritize and manage multiple incidents in a fast-paced environment.

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. We offer innovative tools for managing endpoints, software assets, and service desks, empowering organizations to improve productivity and manage their IT infrastructure efficiently. Our focus on automation and integration helps navigate complex modern IT environments, ensuring smooth operations and seamless user experiences.

Our benefits include flexible working hours, 30 days of vacation, remote work, and more:

• Learning & Development Opportunities- Up to 6 additional days off for personal or professional growth
• One Social Day for social activities or environmental initiatives
• Bicycle leasing, insurance, and contract management covered by us
• Additional benefits like fitness memberships, job tickets, retirement plans, or monetary bonuses

Application process

Send your application, including salary expectations and earliest start date, via our online portal using the "APPLY NOW" button. For questions, contact Diane Djongoue.

Applications are accepted only through our online portal in compliance with EU data protection regulations.

About us

Our goal is to be the European leader in service management. We enable digital workplaces, IT self-service, and automate processes to improve productivity, security, and employee experience. Join our diverse team of 600 professionals across Europe. We foster a culture based on strong values: We love customers, Make it happen, Better every day, With respect. We support your growth to help you reach your full potential.