IT Support Specialist - Cloud Solution (Ref: 467)

For one of our public sector clients in Luxembourg, we are looking for an IT SUPPORT SPECIALIST - Cloud Solutions.

Your missions:

• Handle incidents and requests from our professional clients, based on tickets opened in the ticketing tool, providing Level 1/2 support and resolution on our cloud solutions as well as on any product related to them

• Assist in implementing procedures to continuously improve Customer Experience and feed our database

• Respect the commitments signed with our clients (SLA) and prioritize the different requests accordingly

• Manage the lifecycle and ensure ongoing control of the progress of the different requests

• Keep clients constantly informed about the status and progress of their tickets

• Collaborate effectively with teams at previous and subsequent levels

• Perform, as needed, medium or long-term services on a client's site

• Participate in the 24/7 on-call rotation

Your profile:

• Hold a degree at the Bachelor's to Master's level in IT, cloud computing, or equivalent field

• Have a driver's license

• Have advanced knowledge in the following areas:

  • Office applications

  • Microsoft (Windows Server, Desktop and Exchange applications, Azure, Teams, MS365)

  • Citrix technologies for desktop and application virtualization

• Customer/solution-oriented, agile, and enjoy customer contact (including by phone)

• Ability to manage priorities and emergencies, and be stress-resistant

• Have good oral and written communication skills

• Willingness to continue learning and assimilating new technologies and products marketed by our client

• Knowledge of ITIL methodology and experience with a ticketing tool (ServiceNOW) would be an advantage

• Fluency in French, English, and Luxembourgish. Knowledge of German is a plus