Information Technology Support Engineer

Fortray Global is hiring an IT/Deskside Engineer (L1) for a full-time onsite role in Vienna, Austria. Candidates must have B2-level German & English language. The client is an Austria-based company; valid work authorization or a visa ≥2 years is required. It is a B2B contract.

Job Title: IT Support Engineer – Level 1

We are looking for a proactive and customer-oriented IT Support (L1) to join our IT team. This role provides first-level technical support and troubleshooting for end users across the organization. You will work with a variety of hardware, software, and cloud tools in a fast-paced, hybrid environment, ensuring seamless technical operations and outstanding user experience. ________________________________________

Key Responsibilities:

• Provide Tier 1 support for desktops, laptops, mobile devices, peripherals, video conferencing tools, and office equipment (Windows, macOS, iOS, Android). • Install, configure, upgrade, and troubleshoot operating systems, applications, and hardware (both in-person and remote support).

• Respond to service desk tickets, ensuring timely resolution, clear communication, and proper documentation.

• Support cloud-based tools such as Microsoft 365, Teams, SharePoint, Zoom, and Google Workspace.

• Assist users with network connectivity, VPN access, MFA issues, and basic account administration.

• Maintain IT asset inventory (laptops, accessories, software licenses, etc.).

• Coordinate with Level 2/3 teams for escalated issues, ensuring smooth handoffs.

• Assist with new user onboarding, device setup, and software deployment.

• Participate in hardware refresh, patching cycles, and other IT operations.

• Follow IT policies and procedures while promoting best practices.

• Maintain and create clear knowledge base documentation and user guides.

• Support cybersecurity awareness by identifying and escalating potential threats (e.g., phishing, unauthorized access). ________________________________________

Technical Skills & Requirements:

• Basic knowledge of networking protocols, IP addressing, DNS, and DHCP.

• Hands-on experience with Windows 10/11, macOS, and Office 365 environments.

• Strong understanding of remote support tools (e.g., AnyDesk, TeamViewer, or SCCM).

• Familiarity with Active Directory, Azure AD, Intune/MDM solutions, and VPNs.

• Proficient in troubleshooting email clients (Outlook, Gmail) and productivity tools.

• Understanding of ticketing systems like Jira, ServiceNow, or Freshdesk.

• Strong hardware troubleshooting skills (RAM, SSDs, display issues, connectivity).

• Familiarity with endpoint security solutions and basic data backup methods.

• Excellent interpersonal, time management, and documentation skills. ________________________________________

Preferred Qualifications:

• 1–2 years of relevant IT support or desktop support experience.

• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified are a plus.

• Exposure to cloud-first or hybrid working environments.

• Strong customer service mindset with an eagerness to learn and grow. ________________________________________

Note: Visa sponsorship is not available for this role.