Responsible for the contact with the user after escalation from the first line Helpdesk team
Analyze the nature of the incident and are capable to provide a profound solution or assist the user in a workaround
Handle more advanced administration tasks (Policy Groups, Active Directory…)
Update incident log in incident tracking tool and route of incident to the Infrastructure Team
Propose improvement suggestions in incident, problem and change management

Your profile:

Technical Skills

You have at least 3-5 years of experience as a Helpdesk Agent with the ability to resolve technical incidents
Familiar with environments such as Windows 10, Windows Server 2019/2022/2025. Linux is a plus
Advanced knowledge of Microsoft 365 (Administration), Azure, and Citrix
Familiar with ticketing tools and ITIL guidelines
Experience working with Hyper-V or VMware environments; Nutanix is a plus
Ideally, experience with software deployment tools (SCCM/Intune)

Soft Skills

Strong communication skills (verbal and written) with the capacity to work in a dynamic environment
Motivated with a “can-do” attitude
Client/service oriented
Team player with the ability to communicate with different teams (Helpdesk, Infrastructure…)
Autonomous and proactive
Flexible and open to working in shift mode (6 am to 10 pm, night shifts, and weekends)
Open to working from company sites (Bertrange and Esch-sur-Alzette) and customer sites

If at the end of the recruitment process your application is successful, you will be asked for a criminal record.

What is offered 🤝 :

Take the opportunity to join our "NSI family", where human values remain at the heart of our priorities
Permanent contract
Training courses
Dynamic and innovative environment
Be in the position to open your career perspectives
Competitive salary package

If you do not receive any answer within around 20 days, you should consider that we cannot proceed with your application.

NSI - System Support Representative FR/EN - Internal & client site