IT infrastructure Engineer

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Astorg presentation

Astorg is an independent private equity group with over €8.2 bn of assets under management. In a spirit of genuine partnership, Astorg invests in high-potential industrial and service companies, which are often family owned and backed by management teams combining operational success with an entrepreneurial drive.

For more information, refer to www.astorg.com

 

Key responsibilities

 

The Luxemburgish IT infrastructure Engineer under CTO supervision will gradually manage and maintain Astorg’s IT infrastructure as well as provide user support for the Astorg office in Luxembourg and supervise second level IT user support for other Astorg offices. This role will report directly into the CTO.

 

Manage Astorg Group IT system

 

  • Supervise servers and datacentres;
  • Supervise network connections;
  • Verify data synchronisation, backup, and replication across data sites;
  • Supervise external service providers for technical interventions;
  • Participate in IT projects on behalf of the CTO.

Provide IT support for Luxemburgish users and incident management

 

  • Being responsive to users’ needs, have regular and proactive physical interaction;
  • Supervise the creation, completion, and resolution of incidents in the ticketing software (Service Desk);
  • Resolve or escalate incidents;
  • Supervise printing equipment and related service providers’ support;
  • Support employee on-boarding & exit processes;
  • Remote support when Lead team members are facing issues out of the office.

Provide IT second level support for users and incidents management

 

  • Being responsive to users’ needs, have regular and proactive physical interaction;
  • Supervising the creation, completion, and resolution of incidents in the ticketing software (Service Desk);
  • Supervising the creation, completion, and resolution of problems in the ticketing software;
  • Resolve second level incidents or escalate incidents to software provider;
  • Supervise printing equipment and related service providers’ support.

Supervise videoconferencing infrastructure and telephony systems

 

  • Ensure telephony and conferencing equipment is operational and tested regularly;
  • Help users and assistants to connect;
  • Solve problems that can occur with the telephony and conferencing equipment;
  • Train users on how to use the different systems.

Manage computer assets, peripherals, and accessories

 

  • Manage equipment and accessories renewals and purchases;
  • Warranties and service support follow-up;
  • Contact with providers.

Manage the CMDB under CTO supervision

 

  • Components and relationships;
  • Contracts and licenses;
  •  

Manage Astorg group reporting under CTO supervision

 

  • Incidents & Problems management;
  • ISAE 3402 report;
  • Continuously monitor and log ongoing issue resolutions in Astorg’s ticketing system.

Astorg Luxemburg Projects

 

  • Actively & proactively support office projects on-behalf of the Office Manager;
  • Handle local IT project (PC migration, software upgrade…);
  • Support CTO during Group IT projects.

Astorg Monitoring & Security

 

  • Monitor cloud services;
  • Produce capacity planning & operation reports;
  • Monitor flow between Cloud & internal applications;
  • Monitor SOC activities;
  • Maintain & update Disaster recovery plan.

Non-Luxemburg IT project

 

  • Remote support when the local IT field support is off-site (Support for external events, holidays, sick leave…);
  • Reinforce temporary non-Luxemburgish IT field support for a specific project (Office move, PC replacements…);
  • Perform Group IT project management on-behalf of Astorg CTO;
  • Out of hours IT support;
  • Actively support & update disaster recovery plan with the office manager & the CTO;
  • Remote support when the local IT field support is off-site (Support external event, holidays, sick leave…).

Due to Astorg’s Agile organization and Management’s support expectation, the IT infrastructure Engineer will have to work closely with the other local corporate players especially with the local Office Manager. If needed and based on best efforts, local IT support may handle non-IT or technical tasks on behalf of someone else (eg. sign DHL forms, follow electricity maintenance if the office manager isn’t present).

In a nutshell, provide IT administration tasks, user support, and supervise service providers.

 

 

Profile

 

 Must haveEven better
KnowledgeGeneral knowledge in IT and IT systems architecture

Good knowledge of IT security and cyber-security principles

Diagnostic reasoning

Network management

Firewall management

Project management

ITIL, GDPR

Skills and expertise
TechnicalIs comfortable with complex network infrastructures

Is comfortable with both Microsoft and Apple ecosystems

Is comfortable with videoconferencing systems

Knows how to find the necessary information (on the Internet or by networking)

Knowledge of Polycom systems
ManagementKnows how to manage service providers 
Know-how-to-beAutonomous and responsible

Relational ease and good presentation

Spirit of initiative (and not only execute)

Ability to communicate

Ability to work in a team

Ability to deal with stress (both their own and others’)

Motivated, rigorous, thorough

Accepts to work outside of conventional working hours when needed

Resourceful, doesn’t take any shortcuts
ExperiencesHas several years of experience in user support and system management inside an IT team or a software firm 
Time managementHas excellent time management skills and has a good sense of prioritisation 
Profile
PersonalityHas a service spirit

Knows how to communicate well and convince

 
TrainingTechnical

Willing to develop skills with regular training (and certification), to keep up to date with current norms

 
LanguageGood English

Open to learning technical French (most of our systems are in French)

Fluent in both languages
AvailabilityHigh (because of non-working hours interventions) 
MobilityEurope 

 

 

Contract elements

 

  • Main location : Astorg’s Luxembourg office, Kirchberg area ;
  • Reports to CTO;
  • Specific conditions: May have to work outside normal working hours, remotely or outside the office;
  • 10% local IT support & 90% IT infrastructure management;
  • Contract: full-time permanent.
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