IT Support Technician L1 (On-site) – Freelance

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance in Luxembourg. The role is a 1‑year freelance contract, extendable, focused on delivering end‑to‑end technical support for desktop and laptop users.

Key responsibilities

• Provide end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Use SCCM, Microsoft Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administer approved software installations, updates and security patching in line with IT policies.
• Deliver remote and deskside support using EUC tools and support applications such as MS Office, Outlook and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Provide VIP support and act as the primary on‑site contact during critical escalations or outages.
• Support printers, scanners and other peripheral devices, handling troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory and technical guides.
• Work with Windows OS environments, mobile device support and basic macOS handling.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Minimum 3 years of experience in IT support or help‑desk environments.
• Familiarity with Windows operating systems and basic macOS support.
• Experience handling on‑site deskside support and remote assistance.
• Knowledge of ITIL processes for incident and problem management.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Windows OS
• macOS (basic)
• Active Directory
• MS Office / Outlook
• VPN client configuration
• ITIL framework
• Hardware troubleshooting and repair
• OS imaging and patch management
• Remote assistance tools / EUC tools
• Antivirus and security policy enforcement
• Printer and scanner support