HelpDesk and Customer Relations Officer

As a software development, IT consulting and services company involved in a wide range of public and private sectors, TenTwentyFour¹⁰²⁴ has built a considerable number of websites, applications and, above all, relationships to its customers. Relationships that need to be maintained and nurtured if we want to retain our reputation as an IT company with outstanding customer support and an increasing number of applications and customers naturally leads to a rising number of support and change requests.

Managing such requests coming in via our various support channels, classifying and handling or escalating them to our team of devs and partners and thus keeping our customers happy and our workplans organized constitutes a pivotal role at TenTwentyFour¹⁰²⁴ that we want you to take on.

Flexibility, versatility and adaptability are some of TenTwentyFour¹⁰²⁴'s signature traits and we're very proud of the fact that our team members aren't blindly executing, but instead analysing, reflecting and consulting on the best path ahead.

Your role

As the person responsible for running TenTwentyFour¹⁰²⁴'s helpdesk, you will be involved in all of our projects, be they our own products, such as paperless.lu, rechnung.lu or dispatched!, the numerous WordPress websites that we built and maintain, or the system administration as a service that we offer.

Running the helpdesk may be a full-time job, but that doesn't mean that you should be limited to just that. While this position is certainly first and foremost targetting support and maintenance tasks, it need not be limited to this forever. Following your interests and developing skill-set, the position may open up to various other careers, be it system administration and operations, account management or even software development.

TenTwentyFour¹⁰²⁴ has made a habit of looking for team members dedicated to their work, even if they don't have a fancy diploma in IT or countless years of experience. We believe that great talents have the ability to learn quickly and take advantage of new technologies, be it through formal or informal education. While experience can be acquired, persistence, the desire to learn and the self-confidence not to hesitate but to address problems and ask for help should be some of your strongest personality traits.

TenTwentyFour¹⁰²⁴ is not a full-remote company by design. But the times they are a-changing and we're no stranger to operating fully remote. While this position is open to fully-remote applicants, applicants who live close enough to drop by the office occasionally to not only share the work-load but also the community experience will be given preference.

Your responsibilities

As the chief helpdesk officer with TenTwentyFour¹⁰²⁴, you will be responsible for…

• Reproducing bugs and other issues reported by our customers.
• Analysing reported issues and classifying them as support or change requests.
• Managing and dispatching questions and requests coming in through our helpdesk channels.
• Documenting bugs and change requests in our issue tracking system and keeping them up to date.
• Installing and updating software on our and our partners' clients' servers and workstations.
• Updating and generally maintaining WordPress as well as other types of websites.
• Editing and maintaining user guides and technical documentation.

Your strengths

You're a good fit for this job, if you…

• …are of a patient nature and hard to shake. (You'll be dealing with users here after all ;))
• …are socially outgoing and have a generally open and friendly demeanor towards people.
• …are fluent in written and spoken English and French (German or Luxembourgish are considered an asset but not mandatory.)
• …have an analytical mindset and are not afraid to think out of the box to come up with solutions.
• …know your way around the Unix, Mac and Windows operating systems to install software and analyse issues.
• …have worked or at least dabbled with WordPress and web technologies in general before.
• …have a degree in a Computer-Science related field or not. We don't actually care, just show us that you're awesome at what you do!

About TenTwentyFour¹⁰²⁴

Active since 2013, TenTwentyFour¹⁰²⁴ is an IT company determined to deliver high-quality, user-friendly and thoroughly tested products and services. We strive to bring qualitative software development and free (as in freedom) software solutions to our customers in and around Luxembourg and to share with them what we consider to be our Information Technology Craftsmanship.

TenTwentyFour¹⁰²⁴ has clients in the public and private sectors, ranging from industrial machinery suppliers and agricultural enterprises over ministries and government agencies to investigative and grass-roots journalism outlets. We're one of the very few IT companies in Luxembourg with a solid experience in – and preference for – free/libre open source software and a considerable expertise in Linux/Unix server administration.

What we offer

Life at TenTwentyFour¹⁰²⁴ is not all cakes and ale. We'd be lying if we claimed that delivering great products is anything other than a tough job. But we're actively doing our best to make it a fun and friendly place to work at and offer opportunities to learn about all the shiny new things and share your knowledge and passion with others.

We're doing so by offering…

• A professional development process (Agile methodologies, code review, version control, continuous integration, DevOps approach, container-based development environments, …).
• No dress code and flexible – that doesn't stand as a euphemism for long – working hours.
• A small team and a calm, cosy but lively and productive working environment easily accessible by public transit.
• Attractive and varied opportunities for personal development and career advancement (On-the-job reading, paid conferences and trainings).
• A flat hierarchy, an equal vote in decision taking and the opportunity to shape the company's future.
• A fitness-allowance of up to 100 EUR/month, to be freely spent on any physical activities (apparel, registrations, membership fees).
• A free selection of more or less heavily caffeinated hot or cold beverages — and the occasional after-work "refreshment".
• The option to work from home – or wherever you prefer – several days a week.
• Opportunities for creativity and pet-projects.

We'd love to get to know you, your skills and experiences and to learn about any projects in which you have collaborated. Please send your resume, as well as a cover letter detailing why you'd like to work at TenTwentyFour¹⁰²⁴ to ul.ruofytnewtnet@sboj or post them by snail mail to: