Job Function : IT
Full-Time / Part-Time : Full-time
Purpose of the position
Provide 1st / 2nd level helpdesk support to users, assisting them with hardware and software problems via phone and / or email.
Provide 1st line technical support; answering support queries via phone and email.
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Take ownership of user problems and be proactive when dealing with user issues.
Respond to enquiries from users and help them resolve their hardware or software problems (Microsoft products / Panalpina application / local applications.
Maintain procedures and reports of any software or hardware problems detected
Support and assist users in use of computer / phone / printers equipment by providing necessary training and advice.
Allocate more complex calls to the relevant IT support member 2nd / 3rd level.
Arrange for external technical support where problems cannot be resolved in house
Install and configure users computer
Yearly maintenance of Notebooks / PCs
Keep PC / LT / ChipPC up to date, by using SCCM / Xcalibur / Ivanti
Maintain local PowerShell scripts up to date
Maintain active directory : update / deletion / creation / OU management
Handle different user rights (Wlan, Proxy, Mailbox, Shared drive )
VMWare basic management : Copy / Move / Duplication / Disk Management
Citrix Application + TS Servers
Print / File server management
Mobility : Android / IPhone / XenMobile
Basic Networking CISCO
Function / Market & Industry Knowledge / Business Acumen / Process Working
Qualifications , Collaboration and Influences
Ability to learn and support new applications
Work with staff requires interpersonal skills
Ability to communicate openly and confidently
Willingness to solve problems
Analytical skills to study problems and records and identify solutions
Team-oriented attitude to help other colleagues and departments
Ability to work with different cultures and to manage cross functional interfaces
High stress level (Ability to work under pressure and deal with tight deadlines)
Educational background / Work experience
Associate’s or bachelor’s degree in computer science or a related field
1 to 3 years of experience in a technical support role in Luxembourg
Fluent in English and French (written and verbal) German is an advantage
Very good knowledge of Microsoft Products
ITIL will be an advantage