Technical Support Consultant (2nd Level)

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.

Responsibilities:

• 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

• 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.
  

Matrix42 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.

We 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
• 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

Send us your application, 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.