2nd Level Support Engineer – UEM

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

📋 Description

• Assist our clients within the ESM environment

• Manage network operations

• Serve as the primary point of contact for technical support, efficiently addressing incidents

• Diagnose issues within your area of expertise, escalating more complex cases as necessary

• Effectively communicate with customers and partners regarding the status and resolution of issues

• Document solutions and contribute to the knowledge repository

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

• Promote process enhancements

• Coordinate or escalate significant incidents when required

⛳️ Requirements

• Bachelor’s degree in IT, Computer Science, or a related discipline

• Prior experience in technical support roles

• Strong understanding of IT infrastructure, SQL Server/Databases, and Cloud services (e.g., Microsoft Azure)

• Experience with Client Management software, remote assistance, and similar tools

• Proficient in cloud troubleshooting and UEM tools (such as Matrix42 solutions)

• Knowledge of ITIL principles

• Excellent problem-solving and communication abilities

• Proficient in Business German and fluent in English

• Capable of managing multiple tasks in a fast-paced environment

• Possess a “We love customers!” mindset

🏝️ Benefits

• Flexible working hours

• 30 days of vacation

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

• One Social Day for you to engage in social activities or attend events that contribute to environmental improvement

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

• Opportunity to select an additional benefit tailored to your needs, such as a fitness membership, job ticket, retirement plan, or a monetary bonus