2nd Level ITSM Support Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assist our clients in the ESM environment

• Manage network operations

• Serve as the initial point of contact for technical support, efficiently resolving incidents

• Diagnose issues within your area of expertise and escalate complex cases as necessary

• Maintain clear communication with customers and partners regarding the status and resolution of issues

• Document solutions and enhance the knowledge base

• Collaborate closely with Cloud, Services, Engineering, and other internal teams

• Support initiatives for process improvements

• Coordinate or escalate significant incidents when required

⛳️ Requirements

• MUST HAVES

• A degree in IT, Computer Science, or a related discipline

• Prior experience in technical support roles

• Strong knowledge of IT infrastructure, SQL Server/Databases, Active Directory, and Cloud services (such as Microsoft Azure)

• Experience with cloud troubleshooting and ITSM tools (e.g., Matrix42 solutions)

• Familiarity with ITIL principles

• Excellent problem-solving and communication abilities

• Proficient in Business German and fluent in English

• Capability to handle multiple tasks in a fast-paced environment

• A “We love customers!” mindset

• NICE TO HAVE

• Understanding of network and Internet technologies along with their protocols

• Basic knowledge of scripting languages like PowerShell

• Experience in ESM support

🏝️ Benefits

• Learning & Development Opportunities - Up to 6 additional days off for personal or professional growth

• One Social Day for you to engage in community service or participate in events that contribute to environmental improvement

• Bicycle leasing, with the contract and insurance managed through us

• The option to select an additional benefit that suits you, such as a fitness membership, job ticket, retirement plan, or a monetary bonus