IT Support Analyst

IT Support Analyst – Vienna, Austria

Location: Vienna, Austria Work Model: Hybrid | Part-Time Travel Availability: Required

Position Overview

We are looking for an IT Support Analyst to work in a hybrid model at our Vienna, Austria location, ensuring technical support for end users, equipment availability, and the smooth operation of the IT environment.

The professional will be responsible for providing on-site technical support, installing and maintaining hardware and software, supporting basic network infrastructure, and collaborating with global IT teams to resolve incidents and service requests.

We are seeking a proactive professional with excellent customer service skills, strong analytical and problem-solving abilities, and the autonomy to operate effectively in a multinational corporate environment.

Key Responsibilities

• Provide on-site Level 1 (L1) and Level 2 (L2) technical support to end users.

• Install, configure, and perform preventive and corrective maintenance on desktops, laptops, printers, scanners, mobile devices, and peripherals.

• Diagnose and troubleshoot hardware, software, and operating system issues.

• Provide technical support for Microsoft Windows and Microsoft 365 environments.

• Manage user accounts, permissions, and password resets using Active Directory and Microsoft Entra ID (Azure AD).

• Configure and deploy new devices according to corporate IT standards.

• Perform employee onboarding and offboarding activities, including:

• Preparing and delivering IT equipment.

• Configuring user accounts and access permissions.

• Collecting and recovering IT assets.

• Updating IT asset inventory records.

• Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN.

• Provide technical support for printers and multifunction devices.

• Install software applications, updates, and security patches.

• Maintain accurate IT asset inventory records.

• Document incidents, service requests, procedures, and resolutions in the IT ticketing system.

• Escalate complex incidents to global IT teams when necessary.

• Ensure compliance with corporate information security and data protection policies.

• Support office relocations, workstation setups, and local IT infrastructure projects.

• Technical Requirements

• Operating Systems

• Windows 10 and Windows 11.

• Knowledge of macOS (preferred).

• Microsoft Technologies

• Microsoft 365

• Outlook

• Microsoft Teams

• OneDrive

• SharePoint

• Active Directory

• Microsoft Entra ID (Azure AD)

• Hardware

• Desktop computers

• Laptops

• Printers

• Scanners

• Monitors

• Docking stations

• Corporate smartphones (Android and iPhone)

• Peripheral devices

• Networking

• TCP/IP

• DNS

• DHCP

• VPN

• Wi-Fi

• Basic knowledge of network switches and network infrastructure

• Network printers

• IT Service Management Tools

Experience with ITSM platforms is preferred, including:

• ServiceNow

• Jira Service Management

• Freshservice

• ManageEngine

• Zendesk

• Ivanti

• Job Requirements

• Bachelor's degree completed or in progress in Information Technology, Computer Science, Information Systems, or a related field.

• Minimum of 3 years of experience providing on-site technical support in a corporate environment.

• Hands-on experience supporting end users (Desktop Support / Field Support).

• Strong knowledge of Microsoft environments and related support activities.

• Experience with IT asset management and inventory control.

• Familiarity with employee onboarding and offboarding processes.

• Intermediate to advanced English proficiency for communication with global teams (mandatory).

• Preferred Qualifications

• Previous experience working in multinational companies.

• Experience in industrial, manufacturing, or logistics environments.

• Knowledge of ITIL best practices.

• Certifications such as CompTIA A+, CompTIA Network+, Microsoft certifications, or ITIL Foundation.

• Experience with IT service management and ticketing systems.

• Soft Skills

• Excellent verbal and written communication skills.

• Strong customer service orientation.

• Excellent organizational and prioritization skills.

• Analytical thinking and problem-solving abilities.

• Proactive and collaborative mindset.

• Strong teamwork and interpersonal skills.

• Effective time management.

• Sense of urgency.

• High level of commitment, accountability, and responsibility.

• Ability to work independently and make decisions within the scope of the role.

• Ability to interact effectively with different departments and organizational levels.

What We Offer

• Wellhub
• OnHappy
• Sesc
• Flexible working hours

Work Location and Conditions

Location: Vienna, Austria Work Arrangement: Hybrid Employment Schedule: Part-Time Travel Requirements: Availability for business travel and commuting to different locations as needed.