IT Support Analyst (1st-2nd Line Support)

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- IT Support Analyst (1st-2nd Line Support)

Vienna, Austria, Western Europe Ort

Red Global are working with a key client to hire an IT Support Analyst. This role will be a full-time, permanent engagement to hire a 1st-2nd Line Support Engineer to help support their IT team in delivering high-quality service. This role involves a mix of on-site and remote support. This role will require 5 days on-site in the Vienna office

Required skills / Experience:

- Experience in a similar 1st-2nd Line technical support role.

- Strong ability to troubleshoot technical issues and take ownership of problem resolution.

- Hands-on knowledge of IT hardware (desktops, laptops, tablets, printers, smartphones).

- Experience with Microsoft Windows operating systems (Apple OS knowledge is a plus).

- Familiarity with Microsoft Office/365, Active Directory, DNS, and DHCP.

- Understanding of network basics including structured cabling and Wi-Fi connectivity (routers, switches, access points).

- Strong communication skills in German and English

- Proven ability to work in a customer-focused, team-oriented environment.

- Good time management and ability to work in a fast-paced setting.

- Provide 1st-2nd Line IT support both remotely and onsite.

- Take ownership of user requests, ensuring timely resolution of incidents and service requests.

- Communicate effectively with users regarding issue progress and resolution plans.

- Diagnose and resolve technical issues or escalate to 2nd-3rd Line support when required.

- Maintain accurate updates within the ticketing system, ensuring proper documentation of all actions taken.

- Create and maintain knowledge base articles and documentation of solutions.

- Maintain a strong customer focus and deliver high-quality service at all times.

If you are interested in discussing this role further, please apply below.

Support Analyst AUS_1779200714

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