Junior Application Support Agent

Netcompany; Brussel; Sur place; EUR 42 000 - 52 000; Plein temps

Avantages offerts par ce poste

Hospitalization plan

Meal and commuting allowance

Mobility budget or commuting allowance

Well-being activities

Udemy for Business access

Personal development plan

Résumé du poste

Netcompany Belgium is seeking an Application Support Agent to act as the primary contact for users, diagnose and resolve basic tech issues, and escalate complex cases with clear steps. You will log requests, maintain incident records, and contribute to knowledge bases while supporting UAT and data migrations.

The role requires a Bachelor’s in a related field, strong English, and experience with Office 365 and ticketing tools.

Qualifications

• Bachelor’s degree in Computer Science, IT, Environmental Science, European studies or related field (or equivalent).
• Excellent English communication (C1+); additional EU languages are a plus.
• Proficiency with Office 365 and ticketing tools like ServiceNow or Jira.
• Basic understanding of web apps, databases, or API integrations.
• Ability to learn new software quickly and work in agile cycles.
• Customer-centric mindset with empathy for users of varying technical levels.
• Strong analytical thinking and attention to detail with regulated data.

Responsabilités

• Act as the primary contact for system users via email and ticketing system, delivering timely, professional support.
• Diagnose and resolve basic technical issues including access, data entry errors, and validation failures.
• Escalate complex issues to L2/L3 with clear steps to reproduce and documentation.
• Log, categorize, and prioritise requests in the ITSM tool ensuring SLA compliance.
• Contribute to knowledge bases, FAQs, and user guides tailored to client processes.

Connaissances

English proficiency

Communication

Analytical thinking

Fast learner

Customer-centric

Attention to detail

Formation

Bachelor’s degree in Computer Science/IT/related field

Outils

Office 365

ServiceNow

Jira

SharePoint

Description du poste

Company Description

Are you ready to shape the future technological landscape in Europe?

Company Description

Are you ready to shape the future technological landscape in Europe? We are dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact. With over 8,900 professionals across Europe, we help EU institutions, public and private organisations thrive in a rapidly evolving digital world. Are you ready to shape the future through technology? Your journey starts here. Take a look at some of our impactful projects here: https://netcompany.com/cases/

Job Description

Are you ready to discover the role of an Application Support Agent in Netcompany?

As An Application Support Agent, You Will

• Act as the primary point of contact for the systems users via email and ticketing system providing timely and professional assistance.
• Diagnose and resolve basic technical issues, including: user access/permission problems, data entry errors or validation failures in modules, navigation or functionality queries.
• Escalate complex issues to L2/L3 support (e.g., developers, business analysts) with clear documentation and reproduction steps.
• Log, categorise, and prioritise user requests in the IT service management tool (e.g., ServiceNow, Jira), ensuring compliance with SLA targets.
• Maintain accurate records of incidents, resolutions, and user feedback for reporting and continuous improvement.
• Contribute to knowledge base articles, FAQs, and user guides tailored to the client's processes
• Provide clear, non-technical guidance to users on the specific workflows.
• Collaborate with the policy teams to ensure support materials reflect current regulatory requirements.
• Support UAT (User Acceptance Testing) for new releases or patches affecting modules, including: validating bug fixes or enhancements, reporting anomalies to development teams with precise steps to replicate.
• Assist in reference data migration or updates including translations, set up of new organisations, geographical data.

Qualifications

What would make you a fit for the role:

• Bachelor’s degree in Computer Science, IT, Environmental Science, European studies or a related field (or equivalent professional experience).
• Excellent communication in English (C1 level or higher); additional EU languages (e.g., French, German) are highly desirable.
• Proficiency in Microsoft Office 365 (Outlook, Teams, SharePoint) and ticketing tools (e.g.,ServiceNow, Jira).
• Basic understanding of web applications, databases, or API integrations.
• Ability to quickly learn new software and adapt to agile development cycles.
• Customer-centric mindset with patience and empathy for users with varying technical skills.
• Analytical thinking to troubleshoot issues methodically and propose solutions.
• Attention to detail, especially when handling regulated data.

What Is a Strong Asset

• Prior experience in customer support, helpdesk, or IT service management.
• Familiarity with EU environmental regulations.

Being a part of the Netcompany team, you will be provided with:

• Opportunity to work in a modern environment.
• Competitive compensation & benefits package
• Hospitalization plan
• Meal and commuting allowance
• Mobility budget or commuting allowance (if applicable)
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• Personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market, with a unique opportunity to shape the future of digital services in an environment that values ideas and fosters growth.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/