We are looking for an experienced Level 2 Application Support Engineer to join WESTPOLE Belgium's International Organisations team.
You will deliver both basic and advanced L2 technical support, ensuring smooth daily operations for high‑profile clients in a mission‑critical environment.
This role is ideal for someone who enjoys problem‑solving, knowledge sharing, and working with a wide range of applications, infrastructure components, and monitoring tools.
Key responsibilities
- Application & user support:
- Deliver L2 application support (English)
- Handle user requests mainly via ticketing platforms
- Prioritize and categorize incidents according to project scope
- Troubleshoot issues and escalate to relevant third parties when required
- Document solutions and update knowledge assets
- Infrastructure monitoring:
- Monitor infrastructure components and perform event management
- Interpret log files to support troubleshooting and root‑cause analysis
- Operational excellence:
- Create, maintain, and execute Service Operation Procedures (SOPs)
- Drive knowledge sharing: SOPs, documentation, FAQs, monthly best practices
- Participate in team rotations (public holidays, late shifts, rare weekends)
- Attend customer meetings when needed
Competences & skills
Technical skills:
- ITIL v3/v4 Foundation certification (asset)
- Strong knowledge of Windows & Microsoft 365 (Outlook, Excel)
- Basic networking skills (VPN, IP resolution, certificates, sFTP...)
- Basic SQL/database understanding
- Experience working with log files
- Ticketing tools: Jira, SMT, ServiceNow, OTRS, 4me...
- Experience with CMS tools: Confluence, SharePoint
Nice to have:
- Advanced Jira administration
- Web development experience
- Preparation/animation of documentation, webinars or training
Soft skills:
- Clear communicator and strong team player
- Stress‑resistant, accurate, punctual, and dedicated
- Ability to guide and support service users
Required expertise & background
You qualify for this role if you meet one of the criteria below:
-
Bachelor's degree in IT (or similar) + 11 years experience in IT/Application support
Or
-
Master's degree in IT (or similar) + 7 years experience in IT/Application support
Or
- No diploma + 17 years experience in IT/Application support
- Languages:
- English: fluent (required)
- French: a strong plus
- Security: Must possess — or be eligible to obtain — Security Clearance
