We are passionate about hospitality culinary delights on every banquet floor and in the sky. With the three business segments of Airline Catering, International Event Catering, and Restaurants, Lounges & Hotels, DO&CO offers gourmet entertainment worldwide. We operate in 31 locations, 11 countries and 3 Continents, maintaining the highest quality standard in our products and services. We refine the classics, develop the unknown and constantly grow – sometimes beyond our expectations.
DO & CO is seeking a Support Analyst to join our dynamic team at our headquarters in Vienna. We are looking for a skilled and motivated individual who is passionate about technology and eager to learn and grow within our company. If you have a strong technical background and excellent problem-solving skills, we want to hear from you!
As a Support Analyst, you will be responsible for providing 1st line support in person and remotely to our users, managing their issues in a timely manner and updating tickets accordingly. You will fix what you can and escalate more complex issues to the relevant resolve teams within Global IT following our internal escalation processes and procedures. You will have the opportunity to work in a fast-paced environment where no day is the same. The ideal candidate will have experience working as an IT Support Analyst with the ability to build key internal and external relationships.
- Providing remote and face-to-face 1st Line Support.
- Taking ownership of users’ issues and identifying appropriate solutions to resolve incidents and service requests in a timely manner.
- Providing users with regular communication on the progress of investigations and planned solutions.
- After identifying the issue, you will take required steps to resolution, or escalate to 2nd line support and resolve teams as and when necessary.
- Updating the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
- Creating standard documentation on problem resolution, fixing and updating the technical knowledge base.
- Always maintain a strong customer focus.
- Fluent in English and German.
- Prior experience within a 1st line technical service focused support role.
- Ability to problem solve within a technical environment and possess initiative to diagnose problems.
- A good working knowledge of a wide variety of ICT hardware e.g., desktops, laptops, tablets, printers, and other peripheral devices.
- Support smartphones, iPads, iPhones.
- Professional knowledge of Microsoft Windows Desktop Operating Systems (Experience in Apple OS is beneficial).
- Experience with Microsoft Office/O365.
- Understanding of structured cabling and Wi-Fi connectivity e.g., firewalls, routers, switches, Wireless Access Points.
- Understanding of DNS and DHCP.
- Experience in Microsoft Active Directory, User account and security group management.
- Customer service approach and team player.
- Good time management and prioritization.
- Strong work ethic, self-motivation, and ability to work in dynamic work environment.
Additional Information
- The gross monthly salary for this position starts at EUR 2,500 on a full-time basis
- You will receive direct coaching and professional development, as well as guidance from senior management
- A wonderful workplace to call home, events, fun colleagues, and all other regular benefits
- Free Office Lunch, always freshly cooked by our chefs
- Office doctors with annual medical checks and other services
- A business where you can have a real impact, we’re not afraid of new ideas!
- Genuine career development opportunities, both nationally and internationally
- The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market
DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
