Level 1 Support Technician – ICT Helpdesk

About the role

Join the ICT Department of Luxembourg Air Services, part of the Luxembourg Air Rescue Group, as a Level 1 Support Technician. You will be the first point of contact for end‑users, delivering prompt and courteous technical assistance to keep the organization’s critical operations running smoothly.

Key responsibilities

• Receive, log, categorize and prioritize ICT support requests.
• Troubleshoot basic hardware, software, network and mobile device issues.
• Support Microsoft Windows, Microsoft 365, printers and common business applications.
• Create, modify and disable user accounts following established procedures.
• Escalate unresolved incidents to Level 2 support teams.
• Install and configure workstations, laptops and peripherals.
• Maintain accurate documentation of incidents, solutions and asset inventory.
• Assist with onboarding and off‑boarding activities, software deployments and updates.

Required profile

• Technical diploma or equivalent ICT experience.
• Previous help‑desk or customer‑service experience is a plus.
• Strong communication skills and a customer‑focused attitude.
• Willingness to learn and pursue technical certifications.
• Team player able to work collaboratively in a multicultural environment.

Required skills

• Windows operating systems (including Windows 11).
• Microsoft 365 suite.
• Basic knowledge of Active Directory and Group Policy.
• Networking fundamentals: TCP/IP, Wi‑Fi, VPN, DNS.
• Hardware and printer troubleshooting.
• Software deployment and asset‑management procedures.
• Understanding of ICT security policies and incident reporting.

What we offer

• Permanent full‑time contract.
• Modern, mission‑driven environment supporting life‑saving air rescue operations.
• Professional, multicultural team and opportunities for technical growth.