Application Support Agent

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

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.

• Provide first-line support tousers via email and ticketing systems;
• Handle incidents, service requests, and user queries in Service Now 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.

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.

• Provide first-line support tousers via email and ticketing systems;
• Handle incidents, service requests, and user queries in Service Now 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.

• 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.

• Good knowledge of Microsoft 365 tools (Outlook, Teams, SharePoint);
• Experience with ticketing tools such as Service Now 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.

• Multicultural Environment:You will work alongside professionals from all over the world, fostering a diverse and 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…