2nd Level ITSM Support Engineer - Remote

Overview

The 2nd Level ITSM Support Engineer will provide technical support to customers in the ESM environment, troubleshoot issues, and ensure timely resolution of incidents while collaborating with internal teams.

In Short

• Support customers in the ESM environment Network management.
• Act as first contact for technical support, resolving incidents efficiently.
• Troubleshoot issues and escalate complex cases.
• Communicate effectively with customers on issue status.
• Document solutions and contribute to the knowledge base.
• Work closely with Cloud, Services, Engineering, and other teams.
• Support process improvements.
• Coordinate or escalate major incidents when needed.

Requirements

• Degree in IT, Computer Science, or related field.
• Previous experience in technical support.
• Very good knowledge of IT infrastructure, SQL Server/Databases, Active Directory, and Cloud services.
• Experience with cloud troubleshooting and ITSM tools.
• 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.
• Customer-focused mindset.

Benefits

• Learning & Development Opportunities - Up to 6 additional days off for development.
• One Social Day for assisting in social settings.
• Bicycle leasing with contract and insurance.
• Choice of additional benefits like fitness membership or retirement plan.
• And many more...