Junior Application Support Agent

Brayton Global; Brussel; Sur place; EUR 28 000 - 36 000; Plein temps

Résumé du poste

Brayton Global is seeking a Junior Application Support Agent to provide first-line support for a regulatory platform. You will be the main contact for users, troubleshoot issues, manage tickets and escalate where necessary, with emphasis on customer service and data confidentiality.

The role is junior/entry-level, suitable for recent graduates or candidates with up to two years of experience. On-site work in Brussels, Belgium, is required, with potential shift work.

Qualifications

• Bachelor’s degree or equivalent professional experience in IT or related field.
• No prior professional experience required.
• Up to two years in customer support or IT service management would be advantageous.

Responsabilités

• Provide first-line support to users via email and a ticketing system.
• Diagnose and resolve basic technical and functional issues; escalate when needed.
• Log, categorize and prioritize user requests using ServiceNow or Jira.
• Maintain knowledge-base articles, FAQs and user guides.
• Support users with platform workflows and non-technical guidance.
• Assist with UAT for new releases and patches and report anomalies.

Connaissances

Customer service

Communication

Analytical

Team collaboration

Problem solving

Attention to detail

Formation

Bachelor’s degree in Computer Science or related field

Outils

ServiceNow

Jira

Office 365

SharePoint

Description du poste

We are looking for a Junior Application Support Agent to provide first-line support for a digital platform used to manage notifications, certifications and regulatory data related to environmental processes.

You will serve as the primary point of contact for internal and external users, ensuring the smooth operation of the platform. Your responsibilities will include troubleshooting, user guidance, ticket management and issue escalation, with a strong focus on customer service, data confidentiality and collaboration with technical teams.

This is a junior/entry-level position, suitable for recent graduates and candidates with up to two years of relevant professional experience.

Key Responsibilities

User Support and Issue Resolution

• Provide first-line support to users through email and a ticketing system;
• Diagnose and resolve basic technical and functional issues, including:
• User access and permission problems;
• Data-entry errors and validation failures;
• Navigation and platform functionality queries;
• Form submission and document-upload issues;
• Escalate complex incidents to second- or third-line support teams, providing clear documentation and reproducible steps;
• Deliver timely and professional assistance in accordance with agreed service levels.

Ticket and Knowledge Management

• Log, categorise and prioritise user requests using IT service management tools such as ServiceNow or Jira;
• Maintain accurate records of incidents, solutions and user feedback;
• Contribute to the preparation and maintenance of knowledge-base articles, FAQs and user guides;
• Support continuous service and process improvement activities.

User Training and Communication

• Provide users with clear, accessible and non-technical guidance on platform workflows;
• Assist users with different levels of technical knowledge;
• Collaborate with business and policy teams to ensure that support materials remain accurate and up to date.

Testing and Quality Assurance

• Support User Acceptance Testing for new releases, updates and patches;
• Validate bug fixes and system enhancements;
• Identify and report anomalies, providing precise steps to reproduce them;
• Assist with reference-data migration and updates, including translations, organisational records and geographical data.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Environmental Science, European Studies or a related field;
• Equivalent professional experience may be considered in place of a degree;
• No previous professional experience is mandatory;
• Up to two years of experience in customer support, helpdesk, application support or IT service management would be advantageous;
• Familiarity with environmental regulations or regulatory platforms would be considered an asset.

Technical Skills

• Good knowledge of Microsoft Office 365, including Outlook, Teams and SharePoint;
• Familiarity with ticketing or IT service management tools such as ServiceNow or Jira;
• Basic understanding of web applications, databases and API integrations;
• Ability to learn new applications quickly and adapt to agile working environments.

Soft Skills

• Excellent command of English, at C1 level or above;
• Knowledge of additional European languages, particularly French or German, is highly desirable;
• Strong customer-service orientation, patience and empathy;
• Clear written and verbal communication skills;
• Analytical and methodical approach to troubleshooting;
• Ability to collaborate with developers, business analysts, policy specialists and other support agents;
• Strong attention to detail, particularly when handling regulated or confidential data.

Other Requirements

• Willingness to work in shifts;
• Availability to work on-site in Brussels, Belgium, twice per week.