Westpole Belgium - Application Support Engineer Level 2 H/F/X

Description de l'entreprise

We are WESTPOLE Benelux. The point of reference in the IT market for pioneering companies ready to leverage new technological & digital projects, embrace innovation and evolve their business. We have over 30 years of experience in managing complex IT environments and cloud platforms. Today we are successful in helping Benelux organizations, both private and public such as Institutions of the European Union, scale their Digital Transformation path. WESTPOLE understands, embraces and acts on the opportunities that come along with the digital transformation. Think cloud computing, containers & microservices, orchestration and automation and also DevOps. Our High-Level professionals can help businesses eliminate complexity through architectural advice, best practices and best-in-class technology. Keeping cloud, edge or self-hosted core environments manageable at an acceptable cost. Today, our mission is primarily to help organizations run cloud native workloads, including well-architected infrastructure (IaaS and PaaS), (cloud) cost optimization (FinOps), (core/edge) sustainability optimization (SusOps), day2 cloud management (CloudOps), Observability (AIOps), Cloud data and Zero Trust Protection."

Description de la fonction

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

Compétences linguistiques

• Anglais (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

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