IT Support Agent - Level 1

About Proximus Luxembourg

Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Proximus NXT and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

Your mission :

As an IT Support Agent, you will be part of the Service Desk team, providing first-level support to users and helping ensure smooth day-to-day IT operations.

Your responsibilities will include:

• Collecting information provided by clients, ensuring it is clearly understood, and recording it in the ticketing tools
• Providing first-level support and contributing to the resolution of technical issues, based on existing standard operating procedures
• Escalating more complex issues to the appropriate teams following initial diagnostics
• Complying with and updating internal documentation and procedures
• Providing technical on-call support (as part of a rotating schedule)
• Meeting established KPIs to maintain service quality

Your profile :

• Recent graduate with a diploma in computer science, or strong interest and initial experience in IT support
• Basic knowledge of Microsoft Windows, Microsoft Office, office equipment, and common IT hardware such as desktops, laptops, printers, and peripherals
• Service-oriented mindset and genuine interest in helping users
• Knowledge of the ServiceNow tool is considered an advantage
• Strong written and verbal communication skills in French and English; knowledge of German and Luxembourgish is an asset
• Ability to prioritize tasks and manage workload according to urgency and impact
• Excellent interpersonal skills, analytical thinking, attention to detail, autonomy, and proactivity

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.