IT Technical Support Level 1

As a global company operating in the industrial sector, with a presence across multiple countries. We are looking for a motivated and service-oriented IT Technical Support Specialist (Level 1) to join our team. In this role, you will provide first-level IT support to our entities across Asia and Europe, working within a follow-the-sun support model to ensure continuous and efficient IT service delivery across different time zones. As the first point of contact for IT-related requests and incidents, you will assist users with technical issues, troubleshoot hardware and software problems, and ensure timely resolution or escalation when required. You will play an important role in maintaining reliable IT services that support our industrial operations and business activities worldwide. This position is ideal for someone who enjoys problem-solving, working with modern IT technologies, and supporting users in a dynamic, international, and industrial environment. We are looking for a team player with a strong customer service mindset, a proactive approach, and a genuine interest in delivering high quality IT support. Responsibilities
• IT Service Delivery: Deliver efficient Level 1 IT support to end users across Asia and Europe, ensuring service continuity within a global follow the-sun support model.
• Incident and Request Management: Manage the end-to-end lifecycle of incidents and service requests, from initial logging and prioritization to resolution, escalation, and closure, in accordance with established SLAs.
• Technical Troubleshooting: Diagnose and resolve hardware, software, connectivity, and network-related issues, ensuring minimal disruption to business and industrial operations.
• Workplace IT Management: Support and maintain Windows environments, end-user devices, and workplace IT systems to ensure stability, availability, and performance.
• Microsoft 365 Support: Provide user support for Microsoft 365 applications and services, including Outlook, SharePoint, Teams, and related collaboration tools.
• Identity and Access Management: Manage user accounts, access rights, and basic security configurations in line with company policies and security standards.
• Service Documentation and Knowledge Management: Maintain accurate and up-to-date records of incidents, service requests, troubleshooting steps, known errors, and solutions within the ITSM ticketing system.
• Escalation and Coordination: Coordinate with Level 2 support and other IT teams to ensure effective escalation, clear ownership, and timely resolution of complex technical issues.
• Performance and SLA Monitoring: Track support performance, response times, resolution times, and SLA compliance to maintain high service quality and user satisfaction.
• Continuous Service Improvement: Monitor and analyze recurring incidents and service requests to identify root causes, trends, and opportunities to reduce recurring issues and improve operational efficiency.
• Process Optimization and Governance: Recommend and implement improvements to support processes, tools, workflows, and service management practices, ensuring consistency, efficiency, and compliance with IT governance standards.
• Stakeholder Collaboration: Work closely with global IT teams, business stakeholders, and industrial site users to align IT support activities with operational priorities and business needs. Qualifications
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Education:
Bachelor’s degree in computer science, Information Technology, or a related discipline. Required Skills
• Operating Systems and Workplace Technologies: Good knowledge of Windows operating systems, Microsoft 365 applications, and end-user computing environments.
• IT Infrastructure: Solid understanding of networking fundamentals, including LAN, VPN, connectivity, and basic troubleshooting.
• Collaboration Tools: Familiarity with Zoom Workplace and other business communication and collaboration platforms.
• Identity and Access Management: Knowledge of Microsoft Active Directory, Microsoft Entra ID, user administration, and access management.
• Business Applications: Knowledge of ERP and CRM systems, with an understanding of how IT services support business processes and industrial operations.
• IT Service Management: Experience with ticketing systems, incident and request management, SLA-driven support, and remote support tools.
• Analytical and Problem-Solving

Skills:
Strong troubleshooting, analytical, and problem-solving abilities, with a structured approach to identifying root causes and resolving issues efficiently.
• Documentation and Knowledge Sharing: Ability to maintain technical documentation, contribute to the IT knowledge base, and develop clear, standardized support procedures.
• Communication and Stakeholder Management: Excellent communication and interpersonal skills, with the ability to collaborate effectively with business users across departments, industrial sites, and global IT teams.
• Organization and Time Management: Strong organizational skills, attention to detail, and the ability to prioritize tasks and manage competing requests in a fast-paced, international environment.
• Teamwork and Ownership: A proactive, customer-focused mindset, a positive attitude, and the ability to work independently while contributing effectively to a collaborative team.
• Languages: Fluency in English is required. Additional language skills, particularly German, French, or Spanish, are considered an asset.
• Continuous Improvement Mindset: A strong interest in improving IT support processes, operational efficiency, service quality, and overall user experience.
• Based in Wiltz
- no traffic jam