Support Analyst

Brussels, Brussels Hoofstedelijk Gewest, Belgium

OneSpan is currently looking for a Support Analyst to join the team in Brussels office!

In this role you will provide the 1st line support to our EMEA customers, answering questions on technical aspects of all our software solutions for IT security. This position serves as primary support liaison between the company and our customers, in a highly customer focused environment.

At OneSpan, you’ll be part of a team that is trusted by more than 10,000 organizations around the world to safeguard their customers against cyber-crime and fraud, and deliver exceptional digital experiences that build lasting customer loyalty. Your contribution will help us to push the boundaries of what’s possible to improve the security and lives of millions of people around the world.

Key responsibilities and duties

• Ensure that all Incidents received are recorded in the ticket tool
• Identify nature of tickets based upon reported symptoms and categorization rules
• Assign priority to tickets based upon impact to the users and the SLA guidelines
• Provide first-line investigation and diagnosis of all incidents
• Document troubleshooting steps and resolution details
• Create, submit and maintain knowledge articles (FAQ, Q&A, KB, …)
• Responsible for communication, keeping customers informed about their ticket status at agreed intervals
• Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
• Escalate Major Incidents to the Incident Manager
• Delegates responsibility by assigning tickets to the appropriate escalation line for resolution
• Performs post-resolution customer review to ensure that all work services are functioning properly and all ticket documentation is complete
• Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
• Provides user with training and assistance on secure use of our applications and systems
• Ensures protection of customer systems and information at all times
• Position could include shift work and/or on-call duties

Required skills:
• Bachelor in Computer Science or equivalent
• 2+ years’ experience in a Customer/Technical environment
• Windows – MS Office
• Networking Knowledge
• Strong communication skills (written/spoken)
• Well-organized with attention to detail
• Good customer-approach/very customer-centric
• The more of the following, the better:
• Operating Systems (Linux, Mac OS X, …)
• Programming Languages (JAVA, C#, …)
• Scripting (XML, HTML, JSON, CSS, XSLT, …)
• Databases (Oracle, MariaDB, MS SQL, …)
• Servers (Websphere, Apache, Weblogic, JBOS, …)
• Mobile development (Android, iOS)

• ITIL-Foundation
• Webservices (SOAP, REST, Groovy)
• Languages other than English

Why OneSpan

OneSpan offers the best of both worlds – a solid foundation that only an established global enterprise can provide, with the energy and creativity of an innovative start-up. In every role at OneSpan, you’ll contribute to the success of the most advanced security and e-signature technologies, and have opportunities to grow. You’ll continue your hands-on education through formal training and informal programs.