What you will really be doing

Strategy & Planning

Acquisition & Deployment

Operational Management

Desired Skills and Experience

  • Evaluate best practices and tool for managing a fleet of Linux/MacOS desktops/mobile devices.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Deployment, management and monitoring of Ubuntu Linux and MacOS desktops and mobile devices.
  • Provisioning Ubuntu Linux and MacOS desktops and mobile devices
  • Entitlement management for Ubuntu Linux and MacOS desktops and mobile devices.
  • Field incoming help requests from end users via work orders (tickets) in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk (backoffice) customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position.
  • High School diploma or equivalent, and/or 3 years work experience in related (level 2 service desk) field required.
  • Sound experience with the following is a must:

Experience with Landscape, or Ensible/Ansible Experience with Ubuntu Linux Desktop/Server Experience with MacOS, iOS Knowledge of Apple hardware RedMine/Jira/Confluence

  • Experience with Landscape, or Ensible/Ansible
  • Experience with Ubuntu Linux Desktop/Server
  • Experience with MacOS, iOS
  • Knowledge of Apple hardware
  • RedMine/Jira/Confluence
  • Apple Certified Associate  or Apple Certified Support Professional or Apple Certified Specialist, or Apple Certified System Administrator (ACSA) certification is an advantage
  • ITIL Certification is an advantage
  • Experience with JAMF Pro (formerly Casper Suite) is a strong advantage.
  • Extensive application support experience.
  • Working knowledge of a range of diagnostic utilities.
  • Exceptional written and oral communication skills in English.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills (Wiki, Confluence).
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Competitive salary package
  • Relocation package and support
  • Additional benefits: meal vouchers, private health insurance, Sympass card
  • Conferences, certifications, technical workshops, trainings and language courses
  • Possibility to advance in the company (career development, opportunity to work on new projects)
  • Latest hardware, multiple monitors
  • Chill rooms, creative areas, LAN parties and fun events
  • Voted as the second richest country in the world, Luxembourg offers a high quality of life that is hard to match 
  • Multi-cultural environment, 30 different nationalities, English being the official language