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
• Provide hands-on support for IT infrastructure and digital services including desktops, laptops, mobile devices, peripherals, software, cloud services, and network connectivity
• Plan and implement customised IT solutions, particularly for researchers and research equipment, based on existing IT infrastructure and 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 Linux or macOS
• Experience with scripting languages such as PowerShell, Python, or Bash is an advantage
• 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
• 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