IT Support Specialist (m/f/x)

Paperjam, founded in 1994 by Mike Koedinger, has become Luxembourg’s most influential independent media and business platform. Beyond being a trusted source for economic, financial, and political journalism, Paperjam acts as a catalyst for innovation, community, and the country’s development.

Its main activities:

1. Paperjam News: reliable and relevant coverage of economic, financial, and political topics.
2. Paperjam Club: Luxembourg’s leading private business club, offering conferences, workshops, networking, and an academy.
3. Paperjam Advertising: an advertising agency specializing in targeted, high-impact campaigns.
4. Paperjam Studio: a creative agency helping brands with storytelling and visual communication.

In short: Paperjam positions itself as an independent, influential, and forward-looking player, shaping a progressive Luxembourg.

We are looking for a talented IT Support Specialist

Mac enthusiast, with excellent user service skills.

Your role

Responsibilities will include, but not limited to:

1. Act as the primary point of contact for Support Desk requests across all departments.
2. Manage the full lifecycle of support requests, from intake to resolution, including communication and reporting, with a strong focus on user satisfaction.
3. Purchase, prepare, maintain, and troubleshoot end-user software and hardware.
4. Handle onboarding and offboarding processes (users, licenses, access rights).
5. Train and support users on their applications and devices.
6. Contribute to the IT knowledge base and documented procedures.
7. Ensure SLA targets are met and contribute to the overall performance of the IT department.

Your profile

Applicants are expected to have the following requirements.

Must-have:

1. A bachelor’s degree with an IT focus.
2. Proven experience in an IT Support role.
3. Strong technical proficiency supporting users in a Mac-centric environment (macOS and iOS).
4. Good knowledge of Microsoft 365 tenant administration and its suite of applications.
5. Strong sense of rigor, autonomy, analytical thinking, and self-organization.
6. Excellent oral and written communication skills in both French and English.

Nice to have:

1. Good understanding of IT infrastructure and network maintenance.
2. Hands-on experience with MDM solutions (e.g. Jamf, Intune).
3. Experience with backup and recovery solutions.
4. Relevant certifications (e.g., ITIL).
5. Immediate availability is considered an advantage.

We offer

1. A dynamic working environment with a committed and collaborative team.
2. A structured onboarding and training path when needed.
3. Opportunities to develop technical and functional skills within a diverse IT environment.
4. A company specializing in the creation and circulation of high-quality print, digital and live content.
5. A permanent full-time contract.

If you think you are up to the challenge, please submit your application (CV and Cover Letter). All applications will be dealt with in the strictest confidence.