Junior Application Support Agent

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

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 anApplication Support Agentin Netcompany?

As anApplication 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 thepolicy 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.

Additional Information

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

• Opportunity to work in a modern environment.
• Competitive compensation & benefits package
• 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 NetcompanyBelgium, you will be an integral part of a distinguished team of600+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.

#LI-CF

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.