Digital Workplace Support Officer

**About our company**

“We partner with Europe to empower and enhance a sustainable energy market”.

Located in Luxembourg, we are a service company that hosts Europe's single leading trading platform(e-CAT) for cross-border transmission capacity. On behalf of TSOs, we auction the available long and short-term transmission capacity rights on all internal EU borders.

On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance with EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. We provide accounting (clearing and settlement), contracting, reporting and project support services.

**About the job**

Digital Workplace Support Officer is the first point of contact for internal users, managing and resolving IT-related requests via the ticketing system (JIRA). They are troubleshooting, prioritizing, and escalating issues to 2nd Level Support or external vendors when necessary, ensuring timely communication and documentation. They are supervised directly by the IT Administration and Support Team Leader, under the responsibility of Head of Service Support and IT.

**Key activities in the position**:

- Be the first point of contact for internal users and supporting company staff in case of IT related questions.
- Handle incoming tickets (filter, sort, prioritize) using a ticketing system (JIRA):

- Solve quick task tickets under 30min or
- Troubleshoot and prepare detailed tickets for the 2nd Level Support
- Align with the other IT groups the resolution of the complex tickets.
- Contact IT vendors and suppliers and taking actions when necessary.
- Actively communicate to ticket reporter about status, progress and estimated resolution time.
- React on monitoring alerts and take the appropriate measures to solve them.
- Document incidents and solution.
- Provide hardware support for users.
- Perform any ad-hoc activities in relation to the Digital Workplace Support Officer's role.

**We are looking for someone with the following skills set**:

- Degree in IT (minimum 2 years post-A-level).
- Fluent in English with excellent written and spoken skills.
- Minimum 2 years’ experience in the following:

- In an IT-related role.
- Strong knowledge of Windows and Linux operating systems.
- Proven experience in customer support within an international and multicultural environment.
- Good general understanding of IT systems and networks.
- Proficient in Microsoft Office tools.
- Hands-on experience in user support and issue troubleshooting.
- Excellent communication and organizational skills.
- Service-oriented mindset with a focus on user satisfaction.
- Ability to multi-task and work autonomously.
- Strong team player with good analytical and problem-solving abilities.
- Open-minded, proactive, dynamic, flexible, and reliable.
- Able to follow established procedures and maintain high-quality standards.

**We offer**
- Salary paid on 13 months basis.
- 31 days holidays per year.
- Up to 40% of home office for Luxemburgish residents, 25% maximum for non-residents.
- 150 Euros per month towards transportation (Bus/Train) or full reimbursement of parking tickets outside the office.
- 50 Euros per month towards sport.
- 18 Luncheon vouchers per month.
- DKV complementary health insurance for you and your close family members (Optional).
- Pension plan, including Life and Disability Benefits.
- 1,000 Euros towards training per year.

In an industry that poses unique challenges and operates under stringent regulations, we are committed to creating an environment where our employees can build a solid foundation of knowledge and expertise, while growing and thriving in a positive, professional atmosphere. Join us for new professional adventures