Technical Support Consultant - 2nd Level

March 10

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Matrix42

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Matrix42 is a leading provider of integrated IT service management (ITSM) solutions, specializing in automating and optimizing IT and enterprise service processes. Their suite of products includes IT asset management, software asset management, endpoint management, and identity governance, all designed to enhance operational efficiency and security within organizations. Matrix42 aims to simplify IT operations, reduce costs, and improve end-user experiences through innovative technologies and intelligent automation.

Workspace Management • Unified Endpoint Management • UEM • Software Distribution • SUEM

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

📋 Description

• As a Support Consultant at Matrix42, you will be responsible for incident management, ensuring timely and effective resolution of customer issues. • You will specialize in a specific solution area, providing high-quality technical support while maintaining excellent communication with customers. • Your role is to troubleshoot technical incidents, escalate when necessary, and continuously enhance customer satisfaction by delivering a seamless support experience. • Serve as the first point of contact for customers, managing and resolving technical incidents efficiently. • Diagnose and troubleshoot issues related to your own special product portfolio, escalating complex cases when necessary. • Maintain excellent communication with customers, providing clear updates on issue resolution progress. • Document incidents, solutions, and best practices in the knowledge base to support continuous improvement. • Promote self-service tools and provide guidance to customers on utilizing available resources. • Collaborate with cross-functional teams, including Cloud and Services, to ensure quick and effective resolutions. • Contribute to process improvements aimed at reducing response times and enhancing service quality. • Initiate and coordinate Major escalate those to more senior roles, when needed. • Review the project handovers and share the possible feedback back to the project team.

🎯 Requirements

• Degree in computer science, information technology, or a related field. • Solid understanding of IT infrastructure, SQL Server, SQL Databases, and Active Directory. • Experience troubleshooting in cloud environments is an advantage. • Familiarity with ITIL principles or certification is a plus. • Hands-on experience with [X solutions] or similar IT service management (ITSM) platforms. • Strong problem-solving skills with a focus on incident resolution and customer satisfaction. • Excellent verbal and written communication skills to effectively engage with customers. • Business fluent English and German, Finnish or other languages are a plus. • Ability to prioritize and manage multiple incidents in a fast-paced environment.

🏖️ 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 either a fitness membership, job ticket, retirement plan, or a monetary bonus • And many more... ask us about it!