Application Support Agent

Are you ready to discover the role of an Application Support Agent in Netcompany? Joining us as an Application Support Agent, you will be part of the application support team at the Directorate General for Communications Networks, Content and Technology, which develops and implements policies to make Europe fit for the digital age (DG CONNECT). You will be responsible for the support of the Digital Service Act (DSA). DSA regulates online intermediaries and platforms such as marketplaces, social networks, content-sharing platforms, app stores, and online travel and accommodation platforms. Its main goal is to prevent illegal and harmful activities online and the spread of disinformation. It ensures user safety, protects fundamental rights, and creates a fair and open online platform environment.

Responsibilities

Receive and log requests/incidents & questions from users, provide technical support, investigate problems, and determine appropriate actions; Ensure and perform all communication with the end-users; Participate to meetings with the development team; Provide services to all stakeholders according to ITIL best practices, handling and documenting all requests; Improve documentation and creating FAQs based on received calls; Write user manuals for information systems; Write web documentation; Prepare and deliver training courses on information systems to different stakeholders; Support of the Digital Service Act (DSA) within the application support team at DG CONNECT

Requirements

University degree/Vocational Training Institute (IEK) diploma in Information Technology; Proven knowledge in end user assistance and support of information systems; A first successful experience in user support (minimum 1 years); European level C1 in English is mandatory; Good analytical skills and quickly understanding of the process; Being solution-oriented, as well proactive and reactive to any problem; High communication skills; Ability to work in an international/multicultural environment; Strong team playing skills

Benefits

Modern environment and hybrid working model; Seamless onboarding experience and a buddy to support you on your first steps; Competitive compensation and benefits package; Health and life insurance program; Meal and commuting allowance; Well-being activities (on premises); Continuous learning opportunities (unlimited access to Udemy for Business, ad-hoc trainings); Personalized development plan for targeted career growth