Application Support Agent

Company Description

Company Description

We are Netcompany - Intrasoft, a leading European IT Solutions and Services Group with a strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs. For more information regarding our company, current projects, and openings around Europe, please consult our website:

Job Description

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.

A day in the life of a Application Support Agent 

Description of tasks

  • Provide technical assistance and support to customers experiencing issues with our applications via phone and email.
  • Diagnose and troubleshoot technical problems related to software functionality, configuration, and performance.
  • Collaborate with cross-functional teams, including business teams and software developers to identify and resolve complex technical issues.
  • Document customer interactions, including inquiries, troubleshooting steps, and resolutions, in our ticketing system to maintain accurate records and track trends.
  • Contribute to the development and maintenance of knowledge base articles, FAQs, and other self-service resources to empower customers to resolve issues independently.
  • Assist with testing and validation of software updates, patches, and new features prior to release.
  • Provide guidance and training to the end-users on how to use our applications effectively, including best practices and troubleshooting tips.

Knowledge and skills

  • Bachelor's degree in Computer Science, Information Technology, or a related field; relevant work experience may be considered in lieu of a degree.
  • Minimum of 2 years of experience in a customer support or technical support role, preferably in a software or technology company.
  • Strong problem-solving skills and a methodical approach to troubleshooting technical issues.
  • Excellent communication skills in English both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner. Any other European language is a plus.
  • Customer-focused mindset and a commitment to delivering exceptional service and support.
  • Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple responsibilities simultaneously.
  • Familiarity with help desk or ticketing systems is preferred.
  • Knowledge of software development lifecycle and basic programming concepts is a plus.
  • ITIL certification or experience with IT service management practices is desirable.
  • Basic SQL knowledge is a plus.

This position comes with  

  • Competitive compensation packages  

  • Continuous learning (with the most modern methods - unlimited access to Udemy for Business), and fast career growth  

  • Interesting and challenging tasks within large-scale projects 

  • An international dynamic within a fast-paced working environment 

  • The opportunity to work in a diverse environment with talented colleagues 

Additional Information

We ensure equal opportunities, treatment and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or believe, disability, age and sexual orientation or marital status, physical or mental disability or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity is welcomed.  

The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic. 

Our culture Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: #BePartOfSomethingGreat! *Please submit your CV in English All applications will be treated as strictly confidential.

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values 


*Please submit your CV in English

All applications will be treated as strictly confidential.


Brussels, Belgium

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