Full Time (40 h/w)
Klosterneuburg near Vienna, Austria / Home Office possible
€ 3,000* gross/month

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 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
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
Plan and implement custom solutions, particularly for researchers, based on the existing IT infrastructure and digital 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

Your Profile

Several years of experience in end-user IT support and a proven track-record in complex IT environments
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
Good experience with either macOS or Linux is a plus
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
Ability to work independently, prioritise tasks, and maintain high-quality service
Ability to analyse workflows, identify bottlenecks, and translate the findings into optimised process
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

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!

ISTA promotes a diverse and inclusive working environment and is committed to the principle of equal employment opportunity for all applicants, free of discrimination. All employment decisions at ISTA are based on job requirements, qualifications, merit and organizational needs. We strongly encourage individuals from underrepresented groups to apply.

Your benefits

Education & training

Cafeteria

Childcare

Free shuttle bus

Multiple health offers

Pension insurance

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.

Your Contacts

Susanne Zyla

Recruiting and Dual Career

+43 2243 9000 2368

recruiting@ista.ac.at

IT Support Engineer