Helpdesk L1 (Junior and Senior) – IT Support

About the role

An EU institution in Luxembourg is looking for junior and senior first-level IT technical support staff (Helpdesk L1) to provide initial support to its users. The role covers routine incident resolution, device and asset management, and support for Microsoft 365 and videoconferencing tools.

Key responsibilities

• Provide initial support and solve straightforward, routine incidents through basic troubleshooting and information gathering.
• Handle network patching on site and in technical rooms.
• Support the Microsoft 365 platform (Teams, SharePoint, One Drive, Planner, To Do).
• Manage mobile devices: register/unregister devices, check status, open/close mobile lines and manage user line profiles.
• Troubleshoot remote access connections and support users with certificate downloads and OTP registration.
• Support file sharing (mapping, restoring files, drive purposes).
• Delete data from IT assets such as PCs, servers, phones and external storage in line with internal rules.
• Identify installed software per computer and user, scan IT asset barcodes annually and monitor stock levels, alerting the client to possible shortages.
• Unbox new equipment, sort waste, label barcodes, scan serial numbers and enter items into the IT stock.
• Support videoconferencing, hybrid meetings and web streaming.

Required profile

• Good knowledge of English and French.
• Juniors: more than 2 years of experience with the ServiceNow platform; Seniors: more than 5 years of experience with ServiceNow.

Required skills

• Microsoft Windows 10 and 11.
• Microsoft 365 (Teams, SharePoint, One Drive, Planner).
• Active Directory management (adding/removing users to groups, password resets).
• WipeDrive and Webex.