IT Support Engineer

Who we are

Our client is focused on the automotive industry, the combination of the industry-recognized software, tools, and local industry expertise allows for the providing of global data services, performance improvement consultancy, and profit optimization services tailored to the business requirements of brands and their dealer networks. Their business intelligence dashboard tools combined with human validation provide in-depth analysis of business performance, and brands are given the confidence to manage change and drive the performance needed to face market challenges head-on. Their new home provides a unique opportunity to grow the company and serve a truly global client base within the Automotive management sector.

What you'll be doing

The successful IT Support Engineer will help support customers (internal or external) with focus on service for software solutions in the automotive sector, monitor and escalate all incidents according to agreed service levels using excellent communication skills to keep internal and external users informed of status and progress. Meet and exceed client expectations and managing customer relations.

You will work to defined SLA’s providing first and second level support to the customers, employees and business partners for issues relating to IT applications. The purpose is to ensure that users receive appropriate help in a timely manner. The IT Support Engineer set ups, terminates Dealer and User accounts, provides technical help in customer issues, helps rectify them and monitor the system.

What your day will look like

• Record and deal directly with user calls and queries using ticketing and support software
• Develop and document technical solutions, reporting solutions, procedures, along with IT-related processes and procedures to improve efficiency
• Manage tickets through their lifecycle and give regular progress reports to the end user
• Extensively use the support software and email communication to monitor and improve performance for optimal client satisfaction and team development
• Liaise with suppliers, internal and external customers in a professional manner and according to relevant support agreements
• Support and maintain good relationships with other colleagues
• Work to deadlines and respond in a flexible way to the changing demands of the department and the business
• Support systems with proactive monitoring alerts to ensure that service delivery performance degradation is picked up before the customer becomes aware
• Enter common technical faults in the internal ticketing system
• Solve IT support calls remotely
• Provide initial assessment of all incidents and adhere to SLA’s and ITIL methodology
• Liaise with team members of the Account Management Team, IT Operations and Products and Solutions to clear IT support tasks
• Give assistance with project service delivery implementation and system handover support

About you

• A bachelor's degree in Computer Science, IT or a similar related discipline
• Ability to work independently and prioritise workload effectively
• Team player, outgoing with a good sense of humour
• Take ownership for assigned tasks
• Commitment and a desire to solve issues in a quick and timely manner
• Ability to prioritise work, good at planning ahead
• The ability to remain calm under pressure
• Ability to manage a diverse and demanding portfolio of activities
• Logical and systematic in the diagnosis in the problem management environment of the IT Support services, looking for trends and root cause analysis
• Ability to support and maintain good relationships with all colleagues, providing a professional approach at all times
• An excellent spoken manner with strong interpersonal skills at a range of operational levels
• Understanding of technical customer service, helpdesk environment, and analytical ability in troubleshooting in a technical support environment
• Sound IT skills in Microsoft Office, particularly Excel
• Previous experience in a Service Desk Environment
• Dynamic personality with a flexible working approach, both in terms of work content and working hours
• Ability to manage a diverse and demanding portfolio of activities
• Helping towards in departmental training
• Excellent organisational skills with a high level of attention to detail
• At least a professional level of German and English, both written and verbal, to at least B2 level or above is essential
• Legally authorized to work in Vienna is essential