IT Support Specialist - Cloud Solution (Ref : 469)

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

Your responsibilities:

• Processing incidents and requests from our corporate clients based on tickets opened in the ticketing system by providing Level 1/2 support and problem resolution for our cloud solutions and any related products.
• Assisting in the implementation of procedures aimed at continuously improving the customer experience and enriching our knowledge base.
• Adhering to commitments made to our clients (SLAs) and prioritizing the various requests accordingly.
• Managing the lifecycle and ensuring continuous monitoring of the progress of various requests.
• Keeping clients constantly informed of the status and progress of their requests.
• Effectively communicating with previous and subsequent level teams.
• Carrying out, as needed, medium or long-term work at the client's site.
• Participating in 24/7 on-call duties.

Your profile:

• Holding a diploma at Bac to Bac+2 level in IT, Cloud Computing, or a related field.
• Holding a category B driver's license.
• Possessing advanced knowledge in the following areas:
  • Office applications (Office)
  • Microsoft (Windows Server, Desktop and Exchange, Azure, Teams, MS365 applications)
  • Citrix technologies for desktop and application virtualization.
• Customer/solution-oriented, flexible, and enjoying customer contact (including by phone).
• Ability to manage priorities and urgent tasks, resilience to stress.
• Ease of oral and written communication.
• Desire to continue learning and mastering new technologies and new products sold by our client.
• Knowledge of ITIL methodology and experience with a ticketing system (ServiceNOW) would be an asset.
• Fluent in French, English, and Luxembourgish. Knowledge of German would be a plus.