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AUSY - Application Support Engineer (for the European Commission)

Attracting, coaching and deploying highly skilled experts is our core business. In a fair, agile and innovative way, over 1.600 of our brilliant experts work daily to generate added value for our clients and their business.

AUSY is part of the Randstad Holding and offers services in 6 areas of expertise: Finance, IT, Human Resources, Life Sciences, Engineering and Sales & Marketing. However, our people are the asset that makes us stand out. Their passion, entrepreneurship, and fun attitude define the AUSY DNA.

We are constantly on the look-out to hire new inspired talent to join our organisation. Do you have what it takes to become an AUSY expert?

Application Support Engineer (for the European Commission)

Joblocatie: Brussels

Background & Context 

 

Within the context of a customer protection project, the European Commission will use a Web-based system to allow restricted online communication (bilateral exchanges and/or coordinated actions) and exchange of alerts within a large range of stakeholders (about 400 authorities and several hundreds of consumers NGOs in the European Union).

The technical solution will be based on a combination of a new custom-developed module for case management and alerts, a Confluence Wiki for knowledge sharing, and a public website. 

Within this context, Ausy is urgently looking for a driven Web Application Support Engineer to ensure the proper development of the online interface of these new systems.

 

 

Tasks & Responsibilities 

 

Provide user guidance and support regarding the use of the new module, the confluence Wiki and the website. This includes

  • Providing 2nd line Helpdesk support 
  • Resolving incidents (responding to common issues and enquiries)
  • Assigning tickets to relevant experts or to the internal team
  • Supporting the technical implementation of new business areas in the application 
  • Analysing problems and reporting bugs
  • Initiating changes and proposing improvements to resolve problems
  • Preparing and assisting with acceptance testing of bug fixes and improvements
  • Drafting content for knowledge database / Faqs
  • Support the technical implementation of the new tools, including testing
  • Devise and write user documentation
  • Devise and provide specific training courses and user guidance materials in English for the (future) users: quick-start guide, elaboration of FAQ, 'how-to' and/or troubleshooting articles

 

Knowledge & Skills

 

Proven knowledge in end-user assistance.

This includes:

  • Experience with managing customer relationship and/or providing support services
  • Good understanding of online community projects and the ability to understand and describe the system functionalities
  • Experience with user guidance and support
  • Experience of website monitoring and quality management
  • Experience with user training (being able to devise and provide specific training courses and user guidance materials)
  • Ideally ITIL knowledge
  • Attention to detail
  • Excellent communication skills, including the ability to draft in a clear and structured manner
  • Excellent level of spoken and written English
  • Good capability of working in a multicultural environment and to handle online relationships with customers having various cultural backgrounds.

 

Offer

 

Project duration: 18 months (possible prolongnation).

Startdate: As soon as possible

 

 

Interested? Please send your CV via the button below.

Company description

Attracting, coaching and deploying highly skilled experts is our core business. In a fair, agile and innovative way, over 1.600 of our brilliant experts work daily to generate added value for our clients and their business.

AUSY is part of the Randstad Holding and offers services in 6 areas of expertise: Finance, IT, Human Resources, Life Sciences, Engineering and Sales & Marketing. However, our people are the asset that makes us stand out. Their passion, entrepreneurship, and fun attitude define the AUSY DNA.

We are constantly on the look-out to hire new inspired talent to join our organisation. Do you have what it takes to become an AUSY expert?

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