IT Support Technician

IT Support Technician

Rakuten Europe Bank S.A. ("REB"), one of group companies of Rakuten Group, Inc. started operating as a bank in 2016. Prior to that it was known as Rakuten Payment Services S.A. a Payment Institution intermediating payments between the consumers and the merchants on the Rakuten's European e-commerce platforms. Rakuten Europe Bank S.A. is situated in the very heart of the city of Luxembourg and will soon be offering a range of banking products. In Luxembourg, we have a great team with people from all over Europe and beyond. Join Rakuten Europe Bank as a IT Support Technician and gain hands-on experience in the dynamic world of financial services!

Our IT ServiceDesk team keeps our people productive by delivering reliable, secure end‑user computing and collaboration services. ManageEngine ServiceDesk is the backbone of our operations and the primary workspace for this role - everything we do is driven by disciplined ticket management, SLA adherence, and clear communication. We operate a Microsoft-centric environment spanning Windows 10/11, Microsoft 365/Exchange, Active Directory, and managed endpoints with Intune/SCCM/WSUS, supporting both office and remote users. This role focuses on Level 1 and Level 2 support, device lifecycle management, and meeting room/video conferencing technologies to ensure a seamless employee experience.

We are looking for a customer-focused IT Support Technician (L1/L2) to own the day-to-day operation of our ManageEngine ServiceDesk queue. Your primary accountability is to ensure tickets are triaged, categorized, prioritized, and resolved or routed within SLA, with proactive updates and high-quality documentation. You will drive queue hygiene, maintain knowledge articles, and produce reports that surface trends and improvement opportunities.

In addition to exemplary ticket handling, you will:

Install and maintain laptops/desktops and peripherals. Support Windows and Microsoft 365 (including Exchange/Outlook and Teams). Manage user accounts and access in Active Directory and Microsoft 365; ensure smooth onboarding/offboarding. Monitor endpoint alerts, coordinate vendor repairs, and contribute to process/documentation improvements. Support meeting room and video conferencing technologies.

You will work daily with our core technologies - starting with ManageEngine ServiceDesk (ITSM), then Windows 10/11, Microsoft 365 and Exchange, Active Directory, endpoint management tools (Intune/SCCM/WSUS), video conferencing systems, basic networking (TCP/IP, DNS, DHCP, Wi‑Fi), and endpoint security solutions. A strong sense of ownership, clear communication, and a passion for great customer service are essential. There may be limited future exposure to Azure-related projects.

In this dynamic FinTech environment, your role will extend beyond purely technical tasks. You will also be expected to assist with non-technical support activities and provide ad-hoc assistance outside your primary area of expertise as needed. Due to the nature of IT incidents, occasional support during non-standard hours, including evenings, weekends, or late nights, may be required to ensure business continuity.

Qualifications

What we expect from you:

• Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
• Minimum 3 years in an IT support/service desk role providing direct end‑user L1/L2 support in a corporate environment.
• Strong ticket management discipline in an ITSM environment (you will spend most of your time in ManageEngine ServiceDesk):
  • Skilled in triage, categorization, prioritization, escalation, and SLA adherence.
  • Consistently clear ticket notes, user updates, and closure documentation.
  • Comfortable using request templates, service catalogs, and contributing to a knowledge base.
  • Experience with reporting/dashboards and KPIs (first response, resolution time, backlog, CSAT) is a plus.
  • Prior experience with any ITSM tool (e.g., ServiceNow, Jira Service Management) is welcome.
• Strong proficiency with Windows 10/11 (installation, configuration, updates, troubleshooting).
• Hands-on support of Microsoft 365 apps (Outlook, Teams, Word, Excel, PowerPoint) and Exchange (mailbox/distribution group basics).
• User and group management in Active Directory and Microsoft 365 (account creation, modifications, password resets, access rights).
• Experience with endpoint management tools (Intune, SCCM) and patch management systems (WSUS or similar) for device lifecycle tasks (MDT/WDS imaging/provisioning, updates, configuration management).
• Practical knowledge of video conferencing and meeting room technologies (setup, configuration, support).
• Basic networking knowledge relevant to endpoint connectivity (TCP/IP, DNS, DHCP, Wi‑Fi) and strong troubleshooting skills.
• Familiarity with endpoint security solutions (antivirus/EDR, encryption such as BitLocker, security policy enforcement).
• Excellent analytical/problem-solving skills, attention to detail, and clear written and verbal communication.
• Customer-centric mindset with the ability to explain technical concepts to non-technical users and deliver user training.
• Ability to prioritize and manage multiple tickets, perform under pressure, and work both independently and collaboratively.
• Availability to coordinate leave and extended business hours with colleagues to ensure service coverage.
• English is mandatory; any other EU language is an advantage.

What would be a huge plus:

• ITIL Foundation certification or strong familiarity with ITIL best practices (incident, request, problem, change).
• Experience administering ManageEngine ServiceDesk (workflow design, automations, integrations, API/webhooks).
• PowerShell scripting for automation, diagnostics, or ServiceDesk integrations.
• Experience with Intune Autopilot, SCCM task sequences, and device imaging at scale.
• Experience creating knowledge base and self-help resources, and delivering group training sessions.
• Experience supporting hybrid Exchange environments or on-premises Exchange.
• Exposure to regulated industries (e.g., financial services) and associated compliance practices.

Languages:

English (Overall - 3 - Advanced)