IT Helpdesk Specialist

Andersen is hiring an IT Helpdesk Specialist for a project supporting and modernizing cloud-first IT infrastructure and ensuring reliable IT services for a global IoT connectivity provider.

The customer is an international technology company specializing in the development and provision of advanced communication and connectivity solutions. The company serves clients across various industries, helping businesses improve operational efficiency, enhance communication capabilities, and support digital transformation through innovative technologies.

The project is focused on modernizing and managing cloud-first IT infrastructure for a satellite-based 5G IoT connectivity provider. It includes optimizing multi-cloud environments, virtualization, and enterprise IT services while ensuring security, scalability, high availability, and reliable operations to support global connectivity solutions and business growth.

Responsibilities

• Providing first-point-of-contact support for hardware, software and connectivity issues.
• Logging, prioritising and triaging tickets in the ITSM platform.
• Resolving 1st and 2nd line issues independently, escalating only when needed.
• Providing onsite and remote support (laptops, peripherals, communication tools).
• Supporting printers, AV and meeting room equipment, Microsoft Teams and Zoom, visitors and contractors.
• Working within SLAs.
• Administering SharePoint Online (sites, permissions, sharing, external access).
• Managing user account lifecycle in Microsoft Entra ID (Azure AD).
• Managing groups, distribution lists and shared mailboxes in M365.
• Handling SSO and MFA enrolment and troubleshooting.
• Resetting credentials and managing access permissions per security policies.
• Enrolling and configuring devices in Intune (Windows and macOS).
• Managing security policies, compliance profiles and baselines.
• Deploying software and updates via Intune.
• Troubleshooting compliance issues and reporting on endpoint security.
• Maintaining hardware inventory across global offices.
• Provisioning hardware, accounts and software access for new starters.
• Coordinating hardware shipping for remote and international hires.
• Managing full offboarding (deprovisioning, device recovery).
• Conducting IT inductions.
• Maintaining the IT knowledge base; documenting recurring issues and workarounds.
• Contributing to IT policies and SOPs.
• Maintaining the IT asset register across the lifecycle.
• Tracking software licences and flagging renewals and compliance issues.
• Identifying obsolescence risks and ageing hardware.

Must-haves

• Experience in IT Support or Helpdesk for 6+ months.
• Ability to resolve 1st and 2nd line issues independently.
• Experience working with end users in a professional environment.
• Working knowledge of Microsoft Entra ID (Azure AD): users, groups, account lifecycle.
• Hands-on experience with Microsoft Intune: enrolment, policies, troubleshooting.
• Solid understanding of Microsoft 365: Exchange Online, Teams, SharePoint.
• Familiarity with Windows and macOS.
• Experience with an ITSM/ticketing platform.
• Basic networking: IP addressing, DNS, DHCP, VPN.
• Strong communication skills, with a professional and patient approach.
• Methodical troubleshooting mindset.
• Strong organisation and multitasking across tickets and priorities.
• Proactive in documentation and flagging issues.
• Comfortable working across time zones.
• Level of English - Intermediate+ and above.

Nice to have

• Degree in Computer Science, IT or a related field (desirable, not essential; certifications and experience are considered equally).
• Microsoft 365 Fundamentals.
• Microsoft 365 Endpoint Administrator (advantageous).
• CompTIA A+.
• ITIL Foundation.
• Luxembourg’s official languages (French, German or Luxembourgish).

Reasons why this job would be interesting to you

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here - working with us means reliability and prospects.
• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.
• We welcome specialists from every part of the world.
• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.
• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.
• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.
• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

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