IT Support Specialist

Institute of Science and Technology Austria; Wien; On-site; EUR 42,000 - 56,000; Full time

Job summary

A prominent research institution in Vienna seeks an IT Support Specialist to enhance the user experience for employees. This role involves being the first point of contact for IT-related requests, providing hands-on support, and ensuring compliance with service level agreements. The ideal candidate has experience in end-user IT support, proficiency in Windows, and a strong user orientation. Opportunities for personal growth and competitive compensation are included.

Qualifications

• Experience in end-user IT support.
• Strong user orientation with excellent communication skills.
• Good knowledge of IT infrastructure including networks.
• Strong user orientation and communication skills.
• Ability to work independently and prioritise tasks.
• English proficiency; German knowledge is a plus.
• Scripting basics (PowerShell, Python, Bash) are a plus.

Responsibilities

• Serve as first point of contact for service requests.
• Ensure fast response and SLA compliance for incidents.
• Assist users with hands-on support for IT infrastructure.
• Assist onboarding/offboarding of ISTA employees including device enrolment, software deployment, and account setup.
• Document recurring issues and maintain knowledge base articles following ITIL workflows.

Skills

End-user IT support

Proficiency in Windows environments

Good communication skills

User orientation

Understanding of script languages

Network basics

MacOS/Linux basics

Scripting basics (PowerShell/Python/BG

Tools

ITSM tools

Ticketing system

Remote desktop

Job description

Your Responsibilities

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

Your Profile

• 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

ISTA is growing. Grow with us!

Institute of Science and Technology Austria (ISTA) is a constantly growing international institute forconducting world-class research in mathematics, computer science,life sciences & physical sciences. We strive to recruit passionateprofessionals from across the world over all fields who strive tosupport our goal of excellent research. Located within a beautifulcampus on the outskirts of Vienna, we offer multiple opportunitiesfor personal growth in a stable working environment.Get an insight!

*This position comes with possible overpayment depending on education, qualification and work experience. For more information on how ISTA processes your personal data, please refer to www.ista.ac.at/data-protection.