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
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
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
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
