IT Support Engineer Luxembourg Headquarters

Published: 04/09/2020


  • Perform on site technical support:
  • Check, troubleshoot and fix the users’ devices like personal desktop or laptops, printers and meeting room equipment
  • Ability to perform hardware diagnostic and to assess the need of escalation to vendor
  • Intervene both on premises or remotely, depending to the type of demand and the location of the device
  • Field-Incoming Help Requests
  • Handle incoming queries and help requests from end users, either via email or phone.
  • Take detailed notes of the problem experienced by user
  • Determine steps to resolve the issue
  • Manage the flow of incoming support requests by asking questions to define the full scope of the issue
  • Resolve IT Support Requests
  • Whenever possible, directly resolve user technical issues as they arrive
  • When needed, remotely access the user’s computer and make changes to their system and settings.
  • In other cases, walk the user through steps they can take to resolve the issue on their own.
  • Be able, for relatively simple issues, to quickly devise a solution to the problem without the IT department taking further actions
  • Escalate Advanced Cases

- Escalate user support requests to higher-level IT support specialists and experts if unable to resolve the issue on their own or if issue is out of the team’s scope (triage)

-  Provide supervisors or specialists with notes regarding the problem, steps already taken to resolve the issue, and diagnosis of the user’s problem

  • Maintain Service Records
  • Throughout process, maintain detailed records of user issues with software and hardware These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users
  • Perform System Testing and Updates
  • Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system.
  • If needed, walk users through update and installation processes for software and peripherals
  • Maintain IT Documentation
  • Support department’s operations by creating, editing, and maintaining IT documents (FAQ documents for users about issues commonly encountered and their solution, department documents outlining standard operating procedures and practices, help sheets that can be distributed throughout the organization, etc.)

Knowledge, Skills and Abilities:

  • Active Directory basic administration and management
  • Advanced experience in troubleshooting Windows 10 operating system
  • Network basic concepts (TCP/IP, WAN/LAN, simple commands, basic diagnostic)
  • PC hardware
  • Excellent English skills both oral and written
  • Capability of working independently
  • Problem solving attitude, curious and positive, team oriented and capable of interacting and adapting to different cultures and habits
  • Understanding the fundamental of some of below technology areas:
    • O365 (TEAMS / Office / Sharepoint / OneDrive etc.)
    • Microsoft mailing (Outlook, Exchange)
    • Windows server OS
    • Automation / process mapping
    • VMware Vsphere
    • Unix / Linux
    • Citrix technologies (XENapp, netscaler Access Gateway)
  • Capability of documenting processes for both technical and non-technical audience
  • Certification on Microsoft technologies is a plus
  • Experience in using ITSM tools and processes, a specific knowledge of ServiceNow is a plus
  • ITIL V5 fundamental concepts, a certification would be a plus

Education and Experience:

  • Minimum 4-6 years of experience in a similar position, with the soft skills required to cope with different people and attitudes
  • Diploma or degree in IT-related field or equivalent relevant professional experience


CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, ethnic background, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.


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