We warmly invite you to join our team at Vetropack Austria as Service Desk Agent (m/f/d)! Service Desk Agent (m/f/d) IT Support & Help Desk Glass industry The primary purpose of the Service Desk Agent is to provide first and second level technical support to end- users, ensuring the efficient resolution of IT-related issues and maintaining high levels of customer satisfaction. The objective is to act as the first point of contact for IT support, troubleshooting hardware and software problems, and escalating more complex issues to higher-level support teams. Your future responsibilities * First- and second-level support for our employees across all Vetropack locations * Receiving, prioritizing, and processing IT tickets in accordance with SLAs * Troubleshooting and resolving hardware, software, and network issues * Contributing to the creation and maintenance of documentation (troubleshooting guides, IT services, processes) * Setting up and configuring IT workstations for new employees * Conducting follow-ups to ensure user satisfaction * Creating purchase requests in the ERP system * Assisting with IT asset and inventory management Your profile * Successfully completed education with a focus on IT (e.g., university of applied sciences, technical college, apprenticeship) or a comparable qualification * Experience with Jira Service Management or similar IT support tools, as well as knowledge of various operating systems (Windows, macOS, Linux) and common office applications * Experience with common debugging and logging systems for Windows-based operating systems is an advantage * Relevant professional experience, preferably in an industrial environment, is an advantage * Enjoy providing support and consulting in English (B2 level) and German (B2 level) * Strong problem-solving skills combined with a proactive approach and willingness to learn * Willingness to travel occasionally to other company locations Our offer * Exciting and diverse tasks in a modern and professional working environment with opportunities for growth and development * Stability and security of a long-established and successful publicly listed family business with a strong innovative spirit and international presence * Flexible working hours and the option to work from home (up to 2 days per week) For this position, we offer a competitive market salary that will be based on your qualifications and experience. The basis is the collective agreement for employees in the glass industry, with a collectively agreed minimum salary of EUR 3.035,94 gross per month for full-time employment (38 hours/week). We look forward to receiving your application. Please submit it exclusively via our online career portal, as applications sent by email cannot be considered.