Application Support Agent

At Axians, we deliver the best combination of technology and services to enable our clients to fulfil the diverse needs of their customers. Axians is the VINCI Energies brand dedicated to ICT and Digital Transformation. We’re present across 38 countries, with more than 16 600 employees and an annual revenue of more than 3.7 billion euros, in 2024. Axians. The best of ICT with a human touch.

Why Join Axians European Institutions' Team?

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 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.

We are looking for a Application Support Agent to join our team in Brussels.

Job Summary:

As Application Support Agent you will assist the support team in ensuring smooth operations and high-quality service for users of the EUDAMED system. You will contribute to improving customer service, resolving user issues, and supporting the team in handling tickets and system updates.

• Daily Ticket Management (ServiceNow):
• Monitor and manage incoming support tickets in ServiceNow.
• Categorize, prioritize, and assign tickets according to internal procedures.
• Provide first-line support by investigating and resolving common issues.
• Escalate complex or unresolved issues to senior team members or other departments.
• Ensure timely updates and clear communication with users throughout the ticket lifecycle.
• Release Support:
• Stay informed about upcoming EUDAMED releases and known issues.
• Assist in updating internal documentation and support material.
• User Feedback Collection:
• Help gather and organize feedback from users after each release to support continuous improvement.
• Documentation:
• Maintain accurate records of issues, solutions, and procedures in the knowledge base.
• Collaboration:
• Work closely with other support team members and communicate with developers, QA, and business analysts when needed.
• Crisis Support:
• Assist in urgent or high-impact situations by helping coordinate responses and documenting actions taken.

Knowledge and skills

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent practical experience).
• Up to 5 years of experience in IT support or helpdesk roles.
• Familiarity with ServiceNow or similar ticketing systems is a strong plus.
• EU citizenship.

Additional skills

• Basic understanding of IT support processes and troubleshooting.
• Good communication and interpersonal skills.
• Familiarity with MS Office and Atlassian tools (JIRA, Confluence) is a plus.
• Strong willingness to learn and grow in a team-oriented environment.
• Ability to work in a multicultural and international setting.

Ready to embark on an exciting journey with us?

Apply now to join a vibrant team contributing to technological advancements in European Institutions.