Application Support Agent — Learn & Unlimited Udemy

Netcompany; Brussel Hoofdstad; Hybride; EUR 34 000 - 52 000; Plein temps

Avantages offerts par ce poste

Meal and commuting allowance

Mobility budget

Well-being activities

Udemy for Business access

Personal development plan

Résumé du poste

Netcompany Belgium is seeking an Application Support Agent to be the primary contact for users, diagnosing and resolving basic issues, and coordinating with L2/L3 teams. You will maintain incident records, contribute to knowledge bases, and guide users through workflows with a focus on regulatory compliance.

Ideal candidates have a CS/IT degree or equivalent, strong English, and familiarity with Office 365 and ITSM tools. This role offers a modern environment and ongoing training.

Qualifications

• Bachelor’s degree in CS/IT or equivalent experience.
• Excellent English communication; other EU languages preferred.
• Proficiency in Office 365 and ticketing tools (ServiceNow, Jira).
• Basic understanding of web apps, databases, or API integrations.
• Ability to learn quickly and adapt to agile cycles.
• Customer-centric mindset with empathy for users of varying skills.
• Analytical thinking with attention to detail for regulated data.

Responsabilités

• Act as primary contact for users via email and ticketing system with timely support.
• Diagnose and resolve basic technical issues including access, data entry, and validation.
• Escalate complex issues to L2/L3 with clear reproduction steps.
• Log, categorize, and prioritize requests in IT service management tools ensuring SLA compliance.
• Maintain records of incidents, resolutions and user feedback for reporting and improvement.
• Contribute to knowledge base articles, FAQs and user guides tailored to processes.
• Provide clear, non-technical guidance on workflows.
• Collaborate with policy teams to reflect regulatory requirements in materials.
• Support UAT for releases/patches with validated fixes and detailed repro steps.
• Assist in reference data migration incl. translations and setup of new orgs.

Outils

ServiceNow

Jira

Description du poste

Netcompany Belgium is seeking an Application Support Agent to be the primary contact for users, diagnosing and resolving basic issues, and coordinating with L2/L3 teams. You will maintain incident records, contribute to knowledge bases, and guide users through workflows with a focus on regulatory compliance.

Ideal candidates have a CS/IT degree or equivalent, strong English, and familiarity with Office 365 and ITSM tools. This role offers a modern environment and ongoing training.