We are looking for a Junior and Senior First-level IT technical support to join our client, an EU Institution in Luxembourg.
Responsibilities
- Providing initial support or guidance, solving straightforward/routine incidents (including basic troubleshooting, gathering relevant information) and providing the requested service to users.
- Providing services related to network patching both on the location of the equipment and in the technical rooms.
- Supporting in Microsoft 365 platform (Teams, SharePoint, One Drive, Planner, To do, etc).
- Mobile devices management (e.g., register/unregister devices/ checking status in the mobile devices management platform, opening/closing mobile telephone lines, managing changes on user line profiles, etc.).
- Troubleshooting remote access connections (e.g., by checking the connection status in the management consoles, etc.).
- Support to users for downloading signing certificates.
- Support to users for OTP registrations.
- Support for file sharing (mapping, restoring files, general information on the drives purpose).
- Delete all data for key IT assets like PCs, servers, phones/smartphones, external storage, etc. in compliance with the internal rules and guidelines.
- Identify what software is installed on which computer and to which user it is assigned.
- Scanning the barcodes of all IT assets once yearly for the whole duration of the contract (e.g. laptops, desktops, servers, network switches, printers, MFDs, phones, videoconferencing equipment etc.).
- Monitoring the quantities of IT items in the stocks (e.g. available PCs, screens, ‘mouses’, power supply, printers, etc.) and proactively inform the client if there is a risk of possible shortages (e.g. the number of PCs is/will be insufficient in the short/medium term).
- Responsible for unboxing (including sorting the waste separating by type of material), barcode inventory labelling, inventory number and serial number scanning and transfer to the appropriate IT stock.
- Videoconferencing / hybrid meetings and WEB-streaming support.
Required profile
- Good knowledge of English and French.
- Over 2 years of working experience with Service Now platform for juniors
- Over 5 years of working experience with Service Now platform for seniors
- Good knowledge of the operating system Microsoft Windows 10 and 11.
- Good knowledge of the Microsoft 365 platform (Teams, SharePoint, One Drive, Planner).
- Good knowledge of the Active Directory standard management (e.g., add/remove users to Active Directory groups, password reset, etc.)
- Good knowledge of WipeDrive and Webex.