{"id":763293,"url":"https://alion.io/job/matrix42-l2-itsm-support-engineer","title":"L2 ITSM Support Engineer","company":{"id":692900,"name":"Matrix42","domain":"matrix42.com","url":"https://alion.io/company/matrix42","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Frankfurt am Main, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":96000,"period":"year","method":"role_country_seniority_unknown","sample_n":20},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"SQL","optional":false},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2025-11-17T12:07:54Z","employer_posted_date":"2025-11-17","last_verified_at":"2026-09-23T23:06:17Z","board_verified":true,"closed_at":null,"days_open":311,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":310},"description":"Your mission\nJoin us as a Technical 2nd Level Support Engineer and help shape the future of enterprise software. In this role you’ll manage technical incidents and ensure timely resolution for our customers and partners. Specializing in a specific solution area, you’ll deliver high-quality support, communicate clearly, and collaborate with internal teams to enhance service experience.Your key responsibilities would look like:\nSupport our customers in the ESM environment Network management\nAct as first contact for technical support, resolving incidents efficiently\nTroubleshoot issues in your solution area, escalating complex cases\nCommunicate effectively with customers and partners on issue status and resolution\nDocument solutions and contribute to the knowledge base\nWork closely with Cloud, Services, Engineering and other internal teams\nSupport process improvements\nCoordinate or escalate major incidents when needed\nYour profile\nMust haveDegree in IT, Computer Science, or related field\nPrevious experience from working in the technical support\nVery good knowledge of IT infrastructure, SQL Server/Databases, Active Directory and Cloud services (like Microsoft Azure)\nExperience with cloud troubleshooting and ITSM tools (e.g., Matrix42 solutions)\nFamiliarity with ITIL principles\nStrong problem-solving and communication skills\nBusiness German level, Fluent in English\nAble to manage multiple tasks in a dynamic environment\n“We love customers!” -mindset\nFirst experience in using AI at work\nNice to haveKnowledge of network, Internet technologies and their protocols\nFirst Knowledge in scripting such as PowerShell\nExperience inESM support\nWhy us?\nMatrix42 is a leading provider of digital workspace management solutions, specializing in software that streamlines IT operations, enhances security, and optimizes digital experiences for businesses. The company offers innovative tools for managing endpoints, software assets, and service desks, empowering organizations to manage their IT infrastructure and improve productivity efficiently. With a focus on automation and integration, Matrix42 helps companies navigate the complexities of modern IT environments, ensuring smooth operations and a seamless user experience.Our Benefits\nWe could tell you all about the free fruit and drinks in the office, that you will have flexible working hours, 30 days of vacation or that remote work is part of everyday life. But in our eyes, that's not a benefit, it's standard. Here are some of our benefit offers:Learning & Development Opportunities - Up to 6 additional days off for personal or professional development\nOne Social Day for you to assist in social settings or attend events that help improve our environment\nBicycle leasing, the contract, and insurance will run through us\nThe possibility to choose an additional benefit that works for you either a fitness membership, job ticket, retirement plan, or a monetary bonus\nAnd many more... ask us about it!Your contact person\nSend us your application IN ENGLISH, including your salary requirements and earliest possible starting date, directly through our online portal via the \"APPLY NOW\" button. If you have any questions, please do not hesitate to contact Diane Djongoue.We would like to know that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system because of the currently valid EU data protection regulations.\n\nWe 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.","description_format":"text","description_chars":3668,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Professional development","Retirement plans"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-11T19:11:38Z"}],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.129,"p_room":0.28,"age_days":310,"expected_fill_days":33,"reasons":["conf:6","win:tail","crowd:"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/matrix42-l2-itsm-support-engineer","json_url":"https://alion.io/job/matrix42-l2-itsm-support-engineer.json","meta":{"generated_at":"2026-09-25T04:11:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4557,"day_limit":5000,"remaining_today":443,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}