Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 35.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role you are first contact, handle tickets by phone, email, remote and on-site, triage and track incidents to meet SLAs, provide hands-on support for devices, software and network, and maintain KB per ITIL.
Job Technologies
Your role in the team
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.
- Serve as the 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
- IMPORTANT RULES: - Preserve the original formatting and structure - Translate technical terms correctly (e.g., "Frontend", "Backend", "DevOps", "Scrum Master") - Use industry-standard terminology for HR and Tech - Maintain the tone (formal/informal) - Translate only the text, do not add explanations - Keep the structure of bullet points - Technical terms that are internationally used may remain untranslated - Ensure correct grammar and natural flow Text to translate: 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
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Our expectations of you
Qualifications
- Proficiency in Windows environments and a good working knowledge of IT infrastructure, including networks and printing.
- Ability to work independently, prioritise tasks, and maintain high-quality service
- An understanding of scripting languages such as PowerShell, Python, and Bash is a plus.
- Proficiency in English, good working knowledge of German is a plus
Experience
- Experience in end-user IT support
- 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 the ability to translate technical solutions into an excellent end-user experience.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
Topics that you deal with on the job
This is your employer
Institute of Science and Technology Austria (ISTA)
The Institute of Science and Technology Austria (ISTA) is a young, international research institution dedicated to graduate education, science education, and cutting-edge research in the physical, mathematical, computer, and life sciences.
Description
- Company Size
- 250+ Employees
- Founding year
- 2007
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication, Education System, Science, Research
IT Support Specialist
- Salary
- from 35.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
