IT Support Specialist

il y a 12 heures

Luxembourg, Luxembourg Ancorius Temps plein

Job Summary

As an IT Support Specialist at Ancorius, you will be the first point of contact for IT support within the company and for customers using our IT platforms. Working in a fully cloud-based environment (Office 365, Azure, Odoo, and mainstream Luxembourg fiduciary applications such as BOB, Camele'on, and others), you will ensure that employees and clients receive responsive, high-quality technical assistance. You will also coordinate with our managed service provider and software vendors to guarantee operational continuity and user satisfaction.

Mission

Your mission is to guarantee seamless daily operations by supporting both employees and clients, bridging communication with suppliers, and ensuring issues are resolved efficiently. Responsibilities include:

  • Acting as first-level support for employees on Office 365, Azure-based services, Odoo, BOB, Camele'on, and other business applications used in the fiduciary sector
  • Supporting clients in the use of customer-facing IT platforms (including the client portal)
  • Coordinating with our managed service provider for escalation and resolution of infrastructure-related issues
  • Managing user access, account creation, and permissions within cloud environments
  • Ensuring proper onboarding and offboarding of employees in IT systems
  • Monitoring ticket progress with external suppliers and synchronising communications across vendors
  • Documenting incidents, resolutions, and recurring issues for knowledge sharing and process improvement
  • Ensuring compliance with confidentiality, GDPR, and IT governance requirements

Required Skills

  • Proven experience in IT support or customer service roles
  • Strong knowledge of Office 365, Teams, SharePoint, ODOO and Azure services
  • Familiarity with business applications such as BOB, Camele'on, and others commonly used in Luxembourg fiduciary environments
  • Experience providing first-level support to both employees and external users
  • Ability to manage user accounts and permissions in cloud systems
  • Strong communication, organisational, and problem-solving skills
  • High degree of discretion and understanding of data confidentiality obligations
  • Mandatory: Fluent in English and French
  • Advantage: German and Luxembourgish language skills

Nice-to-Have Skills

  • Experience in fiduciary, accounting, or financial services environments
  • Knowledge of Luxembourgish data protection regulations (GDPR, NIS2, etc.)
  • Familiarity with vendor and supplier management processes
  • Basic knowledge of IT security principles in cloud environments

Success Metrics

  • High user and client satisfaction with IT support services
  • Fast and effective resolution of support requests at first level
  • Support further development and implementation of Odoo
  • Smooth coordination and escalation with managed service providers and software vendors
  • Well-managed onboarding and offboarding processes for employees
  • Compliance with IT security and data protection requirements
  • Proactive contribution to continuous improvement of IT support processes

Recruitment Process

Our recruitment process includes an initial application review, followed by a phone or video interview with HR. Shortlisted candidates will then be invited for an in-person interview with management and IT representatives. A technical assessment may be included. Candidates will be kept informed at every stage.

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