JAO Joint Allocation Office - Digital Workplace Support Officer

Digital Workplace Support Officer - Fixed Term contract 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. This position is open for a fixed-term contract of 9 months maximum to replace a parental leave. 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 Train users in different business applications 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 Skilled in application support, including troubleshooting, analysis, and solution delivery 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 Additional requirement: According to the Luxembourg law of July 23rd 2016 (as amended), the successful applicant will be required to provide a Criminal Record before signing the employment contract. We offer Yearly salary paid on 13 months basis Pro-rata of 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 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! Joint Allocation Office (JAO) is a service company that facilitates the electricity market by organizing auctions for cross border transmission capacity. On the 1st of October 2018, JAO became the Single Allocation Platform (SAP) for all European Transmission System Operators (TSOs) that operate in accordance to EU legislation, since it is able to implement and fulfill all regulatory obligations and requirements. JAO performs long- and short-term auctions of transmission capacity. JAO can offer annual, non-calendar annual, half-yearly, quarterly, monthly, weekly, weekend, daily and intra-day auctions. TSOs and Regulatory Authorities decide what auctions are performed on individual borders. Next to this JAO provides administrative and settlement services to TSOs and acts as a fall-back for the European Market Coupling. The Company was created in June 2015, by merging Central Allocation Office (CAO) GmbH located in Germany and CASC.EU S.A. located in Luxembourg, the two former regional allocation offices for cross border transmission capacities. JAO is owned by twenty-five Transmission System Operators (TSOs) from 22 countries*.