Second Level Support

Department: IT | Location: Luxembourg | Contract: Permanent | Job Requisition N°19298

Your tasks 

• You act as Level 2 support on escalation from Level 1 to solve complex incidents and provide Level 1 support in case of overflow of activities
• You provide daily reporting activities to the IT Support Coordinator
• You daily support end-users in standard services (standard requests and incidents)
• You support resolution of any kind of support request
• You perform system monitoring to proactively identify operational issues and system management activities
• You act on production Servers/Environment in an analysed, controlled and risk aware manner
• You maintain information systems components efficiency according to defined procedures and service levels
• You support other Group IT entities on daily management of systems
• You help end-users in their use of standard services and applications 
• You implement solutions for our business and our IT infrastructure
• You provide high quality support for any kind of incident
• You ensure all operational procedures, monitoring and support procedures are up-to-date and executed as required
• You guarantee an efficient incident management, meaning incident resolution under the SLA
• You will participate in the on-call 24/7 support of our critical infrastructure

Your profile

• You hold a bachelor’s degree or an equivalent diploma in IT
• You have a minimum of 2 years of experience with proven skills in supporting, deploying, configuring, and administering endpoints 
• You have knowledge and product experience with the entire M365 suite, including Teams, Exchange Online, Entra, SharePoint, Intune, licensing, and Security
• You have knowledge of PowerShell scripting for performing various support and administrative tasks
• An ITIL certification is preferable
• You have good communication and analytical skills
• You are results oriented, resistant to stress and user oriented
• You are proactive, curious, flexible and you collaborate with others to solve incidents
• You have good oral and written skills in French and English. The knowledge of German and/or Luxembourgish is considered an asset

What we offer

• The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
• A multicultural and international working environment that encourages diversity and inclusion
• A competitive salary with many additional benefits including a bonus, a complementary health insurance, a pension plan, 34 days off per year, etc.
• Continuous learning and development career path adapted to the needs of each employee 

For external applications, a recent copy of the police record might be requested if you are invited for an interview.