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 seeking an Application Support Agent to join our team in Brussels. Introduction / Context: As a full-time employee you will be part of the application support team at the Directorate-General for Health and Food Safety (SANTE). You will be responsible for the support of the Trade Control and Expert System (TRACES), which is a multilingual online management tool which notifies, certifies and monitors trade in animals, products of animal origin and feed and food of non-animal origin, as well as of plants, seeds and propagating material. TRACES is an e-government system, following the requirements of the EU Digital Agenda towards dematerialisation of health documents. Description of tasks: Serve as the first point of contact for customers seeking technical assistance via phone or email. Troubleshoot and resolve technical issues related to our applications, including software bugs, system errors, and user problems. Document customer inquiries, issues, and resolutions in our ticketing system, ensuring accurate and thorough records. Collaborate with cross-functional teams, including business team and software developers, to escalate and resolve complex issues. Provide guidance and training to end-users on how to use our applications effectively, including best practices and troubleshooting tips. Contribute to the development and maintenance of knowledge base articles, FAQs, and other self-service resources for customers. Assist with testing and validation of software updates, patches, and new features prior to release. Knowledge and skills: Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience). Previous experience in a customer support role is preferred but not required. Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently. Excellent communication skills in English, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users. Customer-focused mindset and a commitment to delivering high-quality service and support. Ability to work independently with minimal supervision and thrive in a fast-paced, dynamic environment. Proficiency with Microsoft Office applications (Word, Excel, Outlook) and experience with help desk or ticketing systems is a plus. Willingness to learn new technologies and adapt to changing priorities and business needs. Other Requirements: EU Citizenship. Resident or available to relocate to Brussels. Ready to embark on an exciting journey with us? Apply now to join a vibrant team contributing to technological advancements in European Institutions. Please send your application to recruitment.axianslux@axians.com with the subject TRACES.DV.