IT Technician

TASK RESPONSIBILITIES:

The position holder will be joining a organization in a transformation / big transition and he/she will have to manage existing information landscape to ensure business operations and be part of the roll out of the targeted information system landscape that he/she will be supporting in the future.

The position holder is responsible for providing 1st line support assisting with application, workstation, networking, hardware problems and standard change requests via phone, mail, instant messaging and ITSM tools. He/she is expected to provide first point of contact of escalation for the 2nd and 3rd line engineers.

After having been trained on the job, he/she will be able to work with a certain level of autonomy.

He/she has the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.

As member of IT Support the position holder will be accountable for the following tasks:

• Handle IT incidents and requests received via telephone, self-service portal or live chat and/or direct contact with internal customer.
• Incident and Request logging through the adopted ITSM tools and manage/prioritize workload.
• Install/replace IT equipment for the end-users (computers, laptops, printers, telephone, scanner, any IT devices in general related to an end-user).
• Install and configure software on end-user machines.
• Provide guidance and remote assistance for 1st level related incidents and requests handled by his/her level and escalate to the second and third level in appropriate team if this is not possible from his/her level of competence and/or he/she doesn’t have the proper level of administrative rights.
• After a transition period due to ongoing company setup, collaborate with IT Asset Management to maintain CMDB and IT Stockrooms.
• Respect shift assignment in order to guarantee 365/24/7 support.
• Liaise with third party suppliers to report and escalate customer problems.
• Maintain internal documentation of incidents/requests for inclusion and updates within the internal knowledgebase.
• Improve quality of service tracking and analysis of call performance and customer survey.
• Participate to IT related projects under the supervision of the manager or supervisor.
• Maintain the current information system, upgrade it when required to ensure smooth and stable business operations and participate into rollout of a new systems
• After a certain transition period, collaborate in the process of application packaging together with the IT Operations team and Cyber Security following training and documentation received by IT Security Officer.

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Technical diploma in IT and/or University degree in the IT field would be considered an advantage
• Flexible and adaptive in order to switch between environments
• At least 5 years of experience in a support environment
• Experience in supporting system key users
• Willingness to work on shifts 24/7
• Good knowledge and expertise with IT systems
• Good knowledge of MS Office 365 and related applications
• Basic skills on networking
• Customer focus and passion for excellence
• Excellent communication skills
• Ability to work in a team in a multicultural environment
• Willingness to attend regular trainings and stay up-to-date on new technologies
• Good interpersonal skills with the capacity to work in a fast-pacing environment
• Problem resolution capabilities and open-mindedness toward creative solutions
• Fluency in English and French (spoken & written) is mandatory; additional spoken languages are an added value
• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection

WORKING CONDITIONS:

• Full time position based in Luxembourg
• Working hours will span over regular business hour (9-17 Mon-Fri) but shift rotation pattern could be introduced if business will require it
• No home office foreseen
• Valid B driving license required
• The internal title of the position would be "Officer IT Support"