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