Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 42.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will be the primary contact for IT requests, handle support tickets, plan custom IT solutions for researchers, and optimize processes according to ITIL, ensuring high-quality service delivery.
Job Technologies
Your role in the team
- Excellent research requires 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 program to support the Institute's rapid growth. As part of our strategy, we plan to focus on a seamless user experience and excellent customer service.
- As part of our IT Support team, you will be a subject matter expert, the face to our users, and play a crucial role in consulting our researchers as well as finding customised solutions for their individual needs. 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
- Provide hands-on support for IT infrastructure and digital services including desktops, laptops, mobile devices, peripherals, software, cloud services, and network connectivity
- Plan and implement customised IT solutions, particularly for researchers and research equipment, based on existing IT infrastructure and services
- Support onboarding and offboarding of ISTA employees including device enrolment, software deployment, account setup, and secure decommissioning.
- Identify recurring issues, ensure adequate documentation, and maintain knowledge base articles
- Identify gaps in process efficiency, propose and drive improvements, and follow IT support practices according to ITIL
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Our expectations of you
Qualifications
- A deep understanding of IT system architecture, various operating systems, and IT infrastructure components
- Proficiency in Windows environments and good working knowledge of IT infrastructure including networks and printing
- Ability to work independently, prioritise tasks, and maintain high-quality service
- Proactive, solution-driven mindset with the ability to balance daily operations and a focus on continuous improvements
- Proficiency in English, good working knowledge of German is a plus
Experience
- Several years of experience in end-user IT support and a proven track record in complex IT environments
- Good experience with Linux or macOS
- Experience with scripting languages such as PowerShell, Python, or Bash is an advantage
- In-depth understanding of support-related 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
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What we offer
- Full Time (40 h/w)
- EUR 42,000* gross/year
- This position comes with possible overpayment depending on education, qualification and work experience.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
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 Engineer
- Salary
- from 42.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
