Helpdesk L1/L2 Support Engineer

About the role

We are seeking a Helpdesk L1/L2 Support Engineer to provide first‑ and second‑line IT assistance for a private bank in Luxembourg. The role serves as the primary point of contact for incidents, service requests and technical queries, supporting both Windows and Linux environments.

Key responsibilities

• Deliver 1st and 2nd line support to end‑users, handling incidents, service requests and technical issues.
• Troubleshoot hardware, software, operating system and network problems across Windows and Linux platforms.
• Administer Active Directory and Azure Active Directory (Entra ID), including user accounts, permissions and Group Policies.
• Support Microsoft 365 services such as Exchange Online, Teams, OneDrive and SharePoint Online.
• Deploy, configure and maintain desktops, laptops, applications and virtual machines using enterprise management tools.
• Manage endpoint devices with Microsoft Intune, handling enrollment, compliance policies and application deployment.
• Monitor and support virtualised environments and maintain accurate documentation.
• Ensure incident resolution aligns with service‑level agreements.

Required profile

• Proven experience in a Helpdesk, Service Desk, Desktop Support or IT Support Engineer role providing Level 1 and Level 2 support.
• Strong knowledge of Windows Server, Windows 7/10/11 and Linux operating systems.
• Hands‑on experience with Active Directory, Azure AD (Entra ID), Group Policy and Microsoft 365/Azure environments.
• Familiarity with endpoint management tools such as Microsoft Intune, SCCM 2012 and Microsoft Endpoint Configuration Manager.
• Experience with software packaging and deployment tools (e.g., Flexera InstallShield AdminStudio, Microsoft App‑V).
• Ability to script and automate tasks using PowerShell, VBScript or Batch.
• Understanding of virtualization technologies including VMware, Hyper‑V and App‑V.
• Excellent troubleshooting, analytical and communication skills.
• ITIL Foundation certification and relevant Microsoft certifications are a plus.

Required skills

• Windows Server, Windows 7/10/11
• Linux operating systems
• Active Directory, Azure Active Directory (Entra ID)
• Group Policy
• Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online)
• Microsoft Azure
• Microsoft Intune
• SCCM 2012 / Microsoft Endpoint Configuration Manager
• Flexera InstallShield AdminStudio 11.5
• Microsoft App‑V
• PowerShell, VBScript, Batch scripting
• VMware Virtual Center, VMware Virtual Machines
• Microsoft Hyper‑V