Application Support Agent

AXIANS EI; Brussels (IL); Hybrid; USD 37,000 - 60,000; Full time

Benefits offered by this job

Multicultural Environment

Diverse Projects

Skill Development

Long-term Opportunities

Contributing to European Initiatives

Job summary

Axians is seeking an Application Support Agent Junior to join its international team. The role focuses on delivering high-quality application support, ensuring service continuity, resolving user issues, and contributing to the reliability of digital services.

You will work with users, technical teams, and stakeholders to provide effective solutions and a strong support experience.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in customer support, application support, or a helpdesk environment is an asset.
• English proficiency at C1 level or higher.
• Additional EU languages, particularly French or German, are an advantage.
• Strong analytical and problem-solving skills.
• Customer-focused with excellent communication skills.
• Ability to learn new applications and technologies quickly.
• High attention to detail and accuracy.
• Strong team player with a collaborative mindset.
• Comfortable working in an international environment.

Responsibilities

• Provide first-line support to users via email and ticketing systems.
• Handle incidents, service requests, and user queries in ServiceNow or Jira.
• Troubleshoot user access, validation, and application-related issues.
• Escalate complex incidents to L2/L3 teams with clear documentation.
• Keep users informed about the status and progress of their requests.
• Log, categorise, and prioritise tickets in line with SLA requirements.
• Maintain accurate records of incidents, resolutions, and user feedback.
• Create and update knowledge base articles, FAQs, and user guides.
• Deliver online and on-site user training and support sessions.
• Collaborate with developers, business analysts, and stakeholders.
• Support User Acceptance Testing (UAT) for new releases and enhancements.
• Assist with reference data updates, translations, and organisational setup.
• Contribute to continuous service improvement and knowledge sharing.

Skills

English (C1) proficiency

EU languages (French or German)

Analytical thinking

Problem solving

Customer-focused with strong comms

Fast learner of new apps/tech

Attention to detail

Team player

Comfortable in international enviro

Education

Bachelor's degree or equivalent professional experience

Tools

ServiceNow

Jira

Microsoft 365 tools

Job description

Join Axians, where innovation thrives on trust and autonomy, and where every challenge is an opportunity to create technology with impact.

Application Support Agent Junior

What We Are Looking For

We are looking for an Application Support Agent to join our international team. The role focuses on delivering high-quality application support, ensuring service continuity, resolving user issues, and contributing to the reliability and performance of business-critical digital services. You will work closely with users, technical teams and stakeholders to provide effective solutions and an excellent support experience.

What You Will Do on a Daily Basis

• Provide first-line support tousers via email and ticketing systems;
• Handle incidents, service requests, and user queries in ServiceNow or Jira;
• Troubleshoot user access, validation, and application-related issues;
• Escalate complex incidents to L2/L3 teams with clear documentation;
• Keep users informed about the status and progress of their requests;
• Log, categorise, and prioritise tickets in line with SLA requirements;
• Maintain accurate records of incidents, resolutions, and user feedback;
• Create and update knowledge base articles, FAQs, and user guides;
• Deliver online and on-site user training and support sessions;
• Collaborate with developers, business analysts, and stakeholders;
• Support User Acceptance Testing (UAT) for new releases and enhancements;
• Assist with reference data updates, translations, and organisational setup;
• Contribute to continuous service improvement and knowledge sharing.

Join Axians, where innovation thrives on trust and autonomy, and where every challenge is an opportunity to create technology with impact.

Application Support Agent Junior

What We Are Looking For

We are looking for an Application Support Agent to join our international team. The role focuses on delivering high-quality application support, ensuring service continuity, resolving user issues, and contributing to the reliability and performance of business-critical digital services. You will work closely with users, technical teams and stakeholders to provide effective solutions and an excellent support experience.

What You Will Do on a Daily Basis

• Provide first-line support tousers via email and ticketing systems;
• Handle incidents, service requests, and user queries in ServiceNow or Jira;
• Troubleshoot user access, validation, and application-related issues;
• Escalate complex incidents to L2/L3 teams with clear documentation;
• Keep users informed about the status and progress of their requests;
• Log, categorise, and prioritise tickets in line with SLA requirements;
• Maintain accurate records of incidents, resolutions, and user feedback;
• Create and update knowledge base articles, FAQs, and user guides;
• Deliver online and on-site user training and support sessions;
• Collaborate with developers, business analysts, and stakeholders;
• Support User Acceptance Testing (UAT) for new releases and enhancements;
• Assist with reference data updates, translations, and organisational setup;
• Contribute to continuous service improvement and knowledge sharing.

Your Key Skills

• Bachelor's degree or equivalent professional experience;
• Experience in customer support, application support, or a helpdesk environment is an asset;
• English proficiency at C1 level or higher;
• Additional EU languages, particularly French or German, are an advantage;
• Strong analytical and problem-solving skills;
• Customer-focused with excellent communication skills;
• Ability to learn new applications and technologies quickly;
• High attention to detail and accuracy;
• Strong team player with a collaborative mindset;
• Comfortable working in an international environment.

Your Main Qualifications

• Good knowledge of Microsoft 365 tools (Outlook, Teams, SharePoint);
• Experience with ticketing tools such as ServiceNow or Jira is an asset;
• Basic understanding of web applications, databases, or APIs;
• Knowledge of EU environmental regulations is an advantage;
• ITIL Foundation certification is an asset;
• Experience working with a European Institution is an asset;
• Willingness to work in shifts;
• Availability to work from the Brussels office twice per week;
• EU Citizenship.

What We Offer

• Multicultural Environment:You will work alongside professionals from all over the world, fostering a diverseand enriching workplace.
• Diverse Projects:Engage in impactful projects with cutting-edge technological advancements facilitated by European Institutions.
• Skill Development:Work in a knowledge-driven environment where you'll continually develop both technical and professional skills through exposure to complex projects.
• Long-term Opportunities:Our partnerships with European Institutions offer stable, long-term roles where you can make a real difference on a European scale.
• Contributing to European Initiatives:Make a meaningful impact on regional and global challenges.

Axians is the VINCI Energies brand dedicated to Information Technology and Digital Transformation. With an international presence and a people-to-people approach, we combine technology, innovation, and proximity to create real impact for organizations and society.

At Axians, we believe that talent does not fit a single profile. We value diversity and promote an inclusive environment where everyone has the opportunity to grow and contribute. If you have a disability or impairment, we are committed to ensuring equal opportunities throughout the recruitment and onboarding process. Whenever needed, we provide reasonable accommodations so that you can participate on an equal basis. If you need any accommodation, please reach out to [e-mail]