2nd Level Support Engineer UEM

2nd Level Support Engineer UEM | Jobs at Matrix42

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2nd Level Support Engineer UEM

Remote Germany Hessen, Frankfurt am Main, Remote (Deutschland)

Full-time

Permanent employee

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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 and Cloud services (like Microsoft Azure)

Experience with Client Management software, remote assistance and similar software

Experience with cloud 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

First experience in using AI at work

NICE TO HAVE

Knowledge of network, Internet technologies and their protocols

First Knowledge in scripting such as PowerShell

Experience in ESM 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.

We are an equal opportunity employer. We welcome applications from all genders and do not discriminate on the basis of gender, gender identity, age, disability, ethnic origin, religion or belief, or sexual orientation.

About us

Our ambition is to be the European choice in service management!

By using our platform, customers can manage IT and business processes, assets, endpoints, and identities for improved productivity, agility, security, and employee experience. By enabling digital working environments and IT self-service through holistic integration and automated processes, we digitalize and automate our customers' everyday tasks. Join our diverse team of 600 professionals spread across Europe.

Our high performers culture is built on strong values (We love customers, Make it happen, Better every day, With respect), with customer success as our top priority. We support your personal and professional growth, helping you reach your full potential through personalized goals. Join us on a journey where you can thrive in both your career and life.

We are committed to building an inclusive and diverse workplace, and we welcome applications from all individuals, regardless of gender, age, disability, ethnic or social ori