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Service Desk Technician

Vienna, Austria
  • Troubleshooting
  • Customer Support
  • Tickiting

We are looking for a Service Desk Technician with 5+ years of experience.

Responsibilities
  • Monitor IT landscape (Network/Servers/Applications) and ticketing system for incoming requests, and process issues
  • Frontline incident and request management
  • Monitor Phone, Chat and Email systems for inbound incidents and assistance requests
  • Log issues and track even when users come directly to you
  • Efficient support to users including senior management and executives
  • Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
  • Escalate to specialized teams when required, take ownership and represent the user to ensure the requests are processed
  • Communicate to the user on progress in a timely manner
  • Document issues, analysis, progress, and solution in the ticketing system
  • Ensure processes are being followed
  • Assist with onboarding of new users
  • Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), and collaborations suite (OneDrive, O365 groups, etc.)
  • Assistance and troubleshooting on IT-related equipment like Laptop, Workstation, Printer, phone systems (Polycom), mobile phones and tablets
  • Contribute to team knowledge management by documenting troubleshooting and problem-resolution steps
Requirements
  • Proven experience as a help desk technician or other customer support role
  • Tech-savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field
  • Maintain IT equipment in meeting rooms, training rooms and conference centre
  • Troubleshoot issues related to LAN network and wireless network
  • Participate in projects, including the implementation of hardware and software tools and systems
  • Maintain Active Directory users, groups and computer objects
  • Support external users accessing given resources
  • Coordinating with vendors for IT equipment repairs
  • Registering, issuing and supporting MFA soft and hard tokens
  • Registering, issuing and supporting email encryption tokens
  • 24/7 standby support (approx. 5 shifts a year)

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e-Zest is a leading digital innovation partner for enterprises and technology companies that utilizes emerging technologies for creating engaging customers experiences. Being a customer-focused and technology-driven company, it always helps clients in crafting holistic business value for their software development efforts. It offers software development and consulting services for cloud computing, enterprise mobility, big data and analytics, user experience and digital commerce.