We are looking for a skilled IT Help Desk Level 2 Specialist to join our client, an EU Institution in Luxembourg. The successful candidate will provide advanced technical support, manage complex incidents, perform in-depth troubleshooting, and act as an escalation point for issues that cannot be resolved by the Level 1 support team.
Responsibilities
- Provide second-line technical support for incidents and service requests escalated from Level 1 support teams.
- Investigate, diagnose, and resolve complex hardware, software, network, and application issues.
- Administer and support Microsoft Windows 10 and Windows 11 environments.
- Manage and troubleshoot Microsoft 365 services, including Teams, SharePoint, OneDrive, Exchange Online, Planner, and related collaboration tools.
- Perform Active Directory administration, including user and group management, permissions, security groups, Group Policy (GPO) support, and account troubleshooting.
- Support identity and access management processes, including MFA, OTP registration, digital certificates, and authentication-related incidents.
- Troubleshoot VPN and remote access connectivity issues using administrative and monitoring tools.
- Manage mobile devices through Mobile Device Management (MDM) platforms, including enrolment, configuration, compliance monitoring, and troubleshooting.
- Support and maintain workstation deployments, software installations, operating system configurations, and hardware replacements.
- Perform root cause analysis for recurring incidents and recommend preventive and long-term solutions.
- Collaborate with infrastructure, network, cybersecurity, and application support teams to resolve complex technical issues.
- Monitor and manage ticket queues, ensuring incidents and service requests are resolved within agreed SLAs.
- Create and maintain technical documentation, knowledge base articles, procedures, and troubleshooting guides.
- Support videoconferencing and collaboration technologies, including Webex, Teams Rooms, hybrid meetings, and web-streaming solutions.
- Participate in the full IT asset lifecycle, including inventory management, imaging, deployment, relocation, and secure decommissioning of equipment.
- Ensure compliance with security policies, data protection requirements, and internal IT procedures.
- Provide technical guidance and knowledge transfer to Level 1 support engineers when required.
Requirements
- Minimum 5 years of professional experience in IT Support, Service Desk, Desktop Support, or System Administration roles.
- At least 5 years of hands-on experience with ServiceNow.
- Proven experience in advanced troubleshooting across Windows environments, Microsoft 365 services, networking, and endpoint management.
- Strong knowledge of Active Directory, Group Policies, Microsoft Exchange Online, and Microsoft Entra ID (Azure AD).
- Experience with endpoint management solutions such as Intune and SCCM/MECM.
- Experience performing root cause analysis and managing high-priority or major incidents.
- Ability to coordinate with multiple technical teams and stakeholders.
- Experience mentoring junior support engineers and contributing to continuous service improvement initiatives.
General Requirements
- Good command of English and French (written and spoken).
- Strong customer service, communication, and interpersonal skills.
- Ability to work effectively in a multicultural and international environment.
- Excellent problem-solving, organizational, and prioritization skills.
- Knowledge of Webex, Microsoft Teams, and collaboration technologies.
- Experience working within large enterprise, governmental, or public-sector environments is considered an asset.
