2nd Level Support Engineer UEM

Job Title: Technical 2nd Level Support Engineer As a Technical 2nd Level Support Engineer at Matrix42, you'll manage technical incidents and ensure timely resolution for our customers and partners. You'll specialize in a specific solution area, delivering high-quality support, communicating clearly, and collaborating with internal teams to enhance service experience. Responsibilities 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 escalated major incidents when needed Qualifications Degree in IT, Computer Science, or related field Previous experience working in 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 Knowledge in scripting such as PowerShell Experience in ESM support Benefits 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, such as a fitness membership, job ticket, retirement plan, or a monetary bonus 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. 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 origin, religion or belief, sexual orientation, or identity. J-18808-Ljbffr