IT Support Specialist
Role details
Job location
Tech stack
Job description
Excellent research needs state-of-the-art IT infrastructure and innovative digital services. With a team of about 50 experts, we will redesign the Institute's digital landscape over the next few years and implement an ambitious digital transformation programme to facilitate the rapid growth of the Institute. As part of our strategy, we are planning to put an emphasis on a smooth user experience and great customer service. As part of our IT Support team, you will be the face to our users and play a crucial role in the first contact and the user experience for our employees. Your responsibilities include:
- Serve as first point of contact for service requests and IT-related incidents via ticketing, phone, email, remote desktop, or on-site
- Ensure fast response by categorising, prioritising, dispatching, and following up on service requests and incidents to ensure SLA compliance
- Assist users and provide hands-on support for our IT infrastructure and digital services including desktops, laptops, mobile devices, peripherals, software, cloud services, and network connectivity
- Support onboarding and offboarding of ISTA employees including device enrolment, software deployment, account setup, and secure decommissioning
- Document recurring issues, maintain knowledge base articles, and follow IT support workflows according to ITIL best practices
Requirements
- Experience in end-user IT support
- Proficiency in Windows environments and good working knowledge of IT infrastructure including networks and printing
- Experience with macOS or Linux is a plus
- Solid understanding of service management processes based on ITIL and experience in working with ITSM tools
- Strong user orientation, good communication skills and ability to translate technical solutions to an excellent end-user experience
- Ability to work independently, prioritise tasks, and maintain high-quality service
- Understanding of script languages like PowerShell, Python and bash is a plus
- Proficiency in English, good working knowledge of German is a plus
Benefits & conditions
Full Time (40 h/w)
Klosterneuburg near Vienna, Austria / Home Office possible
EUR 35,000* gross/year
ISTA is growing. Grow with us!
Institute of Science and Technology Austria (ISTA) is a constantly growing international institute for conducting world-class research in mathematics, computer science, life sciences & physical sciences. We strive to recruit passionate professionals from across the world over all fields who strive to support our goal of excellent research. Located within a beautiful campus on the outskirts of Vienna, we offer multiple opportunities for personal growth in a stable working environment. Get an insight!
