Product support specialist Jobs in Berlin

Job Summary

As

an IT Support Specialist at Ancorius, you will be the

first point of contact for IT support within the company and for

customers using our IT platforms. Working in a fully cloud-based

environment (Office 365, Azure, Odoo, and mainstream Luxembourg

fiduciary applications such as BOB, Camele’on, and others), you will

ensure that employees and clients receive responsive, high-quality

technical assistance. You will also coordinate with our managed service

provider and software vendors to guarantee operational continuity and

user satisfaction.

Mission

Your

mission is to guarantee seamless daily operations by supporting both

employees and clients, bridging communication with suppliers, and

ensuring issues are resolved efficiently. Responsibilities include :

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

Required Skills

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

Nice-to-Have 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

Success Metrics

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

Recruitment Process

Our

recruitment process includes an initial application review, followed by

a phone or video interview with HR. Shortlisted candidates will then be

invited for an in-person interview with management and IT

representatives. A technical assessment may be included. Candidates will

be kept informed at every stage.