JAO Joint Allocation Office – Digital Workplace Support Officer

Description de la mission

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!
Description société
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*.
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