Helpdesk Specialist – IT Support (Luxembourg)

About the role

BTO Research is seeking an experienced Helpdesk Specialist to join its IT team in Luxembourg. You will provide first‑ and second‑level support to end users, manage accounts in Active Directory and Azure AD, and ensure smooth operation of Microsoft 365 collaboration tools.

Key responsibilities

• Deliver on‑site and remote technical support, resolving incidents and service requests promptly.
• Administer user accounts, permissions, and group memberships in Active Directory and Azure AD.
• Support Microsoft 365 services, including Teams, Exchange Online, SharePoint, and Intune device enrollment.
• Maintain endpoint protection with Microsoft Defender and manage software updates via SCCM or PatchMyPC.
• Monitor alerts, perform routine system checks, and escalate complex issues to higher‑level teams.
• Assist with onboarding and off‑boarding, preparing laptops, user profiles, and access rights.
• Document incidents and solutions in ServiceNow or Orangescrum ticketing systems.
• Collaborate with infrastructure and cybersecurity teams to uphold a secure IT environment.

Required profile

• Degree or certification in IT, Computer Science, or equivalent experience.
• Minimum 2 years of experience in Microsoft‑based helpdesk or user administration.
• Proficiency in French and English; Italian is a plus.
• Willingness to participate in on‑call rotations and occasional out‑of‑hours work.
• Ability to work both independently and as part of a team.

Required skills

• Active Directory and Azure AD user and permission management.
• Microsoft 365 suite – Teams, Exchange Online, SharePoint.
• Intune device enrollment and application deployment.
• Microsoft Defender endpoint protection.
• SCCM or PatchMyPC for software updates.
• Ticketing systems such as ServiceNow or Orangescrum.
• Windows client and server troubleshooting.
• Network, VPN, and printing issue resolution.
• Basic knowledge of VMware, Hyper‑V, and Citrix environments.

What we offer

• A dynamic, fast‑growing environment with flexible working approaches.
• Hands‑on experience on real, project‑based IT initiatives.
• Opportunities to learn from industry professionals and receive on‑the‑job training.
• Inclusive culture that values diversity and meritocracy.