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