Application Support Engineer @ Horta
AM.S04555
Function
Objective of the Role
As an Application Support Engineer, you are the crucial point of contact and primary liaison (1st/2nd line) for all IT, point-of-sale (POS), and application-related inquiries originating from the 55 store locations and head office (HQ) in Ternat. You ensure that independent store owners and central colleagues can seamlessly work, sell, and run their daily operations without interruption.
This role goes beyond that of a traditional helpdesk agent. In addition to resolving daily incidents, you will be actively involved in testing new features, setting up proactive system monitoring, and expanding a high-quality knowledge base/FAQ for the stores.
Furthermore, you join at a historically and strategically pivotal moment: Horta is preparing for a large-scale migration from its current Microsoft Dynamics Navision platform to a modern ERP cloud platform. You will play a key role by participating in pilot projects, functional testing, and store rollouts. In short: you start in an operationally supportive role and grow into an indispensable link within Horta's digital landscape.
Tasks and Responsibilities
1st & 2nd Line Support & Ticket Management:
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Receive, log, and analyze incoming incidents and inquiries via the Zendesk service desk tool and phone.
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Provide direct, customer-focused support to store owners and central departments for both application inquiries (70% ERP Navision/LS Retail) and hardware/infrastructure issues on the shop floor (30% receipt printers, scanners, mobile terminals, network, telecommunications).
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Perform thorough pre-analyses and high-quality qualifications of complex tickets (determining priority/urgency and clarifying open questions) before escalating them to internal Navision experts (2nd line) or external partners (3rd line).
Proactive System Monitoring & Incident Prevention:
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Proactively monitor the performance of cash register and POS systems, server interfaces, and data synchronizations between HQ and the 45 connected back-office servers.
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Identify recurring issues, bottlenecks, and risks in store operations and submit continuous improvement proposals.
Documentation, Knowledge Base & Processes:
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Build, update, and manage the internal Knowledge Base and create clear, user-friendly manuals and FAQs for store managers and staff.
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Maintain accurate logging of all hardware swaps and configuration changes on the shop floor.
Projects, Testing & ERP Migration:
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Actively participate in functional testing for new releases, software updates, and bug fixes for Navision and LS Retail.
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Support pilot projects on the shop floor (such as rolling out new mobile scanning devices or upgraded store IT).
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Actively contribute to the preparation and rollout phases of the new ERP cloud platform (Business Central).
Support & Standby Schedule:
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Participate in a structured standby and rotation system outside regular office hours (from 07:00 to 19:00 on weekdays and during open store hours on weekends). This primarily involves home standby availability (averaging 0 to 5 urgent calls per weekend), organized on a 2-out-of-4-weeks rotation schedule (alternating with fellow engineers) with attractive standby and intervention compensation.
Profile
Experience and Background:
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Demonstrable ERP & POS Knowledge:
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Proven knowledge of and experience with Microsoft Dynamics NAV (Navision) and/or Microsoft Dynamics 365 Business Central is a major advantage.
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Relevant work experience in an application support or functional support role with extensive exposure to ERP and POS systems.
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Retail & Store Dynamics Affinity:
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Ideally, you come from a retail environment (or an organization with physical retail stores and distribution networks), giving you a deep understanding of core business processes (checkout processes, goods receiving, store inventory, price management, master data).
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Experience in a franchise, cooperative, or entrepreneur-led retail chain is a strong asset.
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IT & Tooling Knowledge:
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Experience working within ticketing workflows via service desk tools like Zendesk (or similar ITIL-based platforms).
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Broad foundational knowledge of store IT and infrastructure (POS hardware, barcode/handheld scanners, receipt printers, network connectivity) to resolve 1st-line inquiries efficiently.
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Competencies:
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Customer-Oriented & Service-Minded: You genuinely enjoy helping people. You naturally bring an empathetic, patient, and service-driven attitude toward independent store managers and staff who rely on your quick support during busy store hours.
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Stress-Resilient & Prioritization-Focused: You stay calm during acute POS or system outages in stores. You quickly assess incident impact and urgency to prioritize and tackle issues methodically.
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Proactive & Continuous Improvement Mindset: You don't just wait for the phone to ring or tickets to drop. You actively think about system monitoring, spot recurring issues, and take initiative to improve processes, FAQs, and documentation.
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Meticulous & Analytical: You record tickets and incidents thoroughly in Zendesk. When escalating complex ERP issues to the Navision team or external partners, you provide clear, complete problem descriptions without leaving open questions.
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Hands-on Team Player: You are eager to learn, open to feedback, and thrive in a close-knit, transparent team environment where knowledge and experiences are shared openly.
Language Skills:
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Dutch: Excellent / Fluent. Core communication, internal documentation, HQ operations, and most stores run in Dutch.
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French: Good working operational knowledge.
Offer
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Diverse Role with Professional Growth: You won't be stuck doing purely reactive ticket resolution; you'll have the space and responsibility to conduct testing, build documentation/FAQs, and drive proactive store improvement projects.
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No-Nonsense, People-Centric Culture: Join a warm, family-oriented, and financially healthy retail group featuring short communication lines, open doors, and a strict "no politics" atmosphere.
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Direct Engagement with Entrepreneurs: Work directly with independent store owners who genuinely value your technical expertise and practical approach.
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Comprehensive & Attractive Compensation Package:
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Full-time permanent contract with a market-competitive gross salary tailored to your experience.
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Representative company car with fuel/charging card (including personal use).
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Meal vouchers, eco-vouchers, and net expense allowances.
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Comprehensive group and hospitalization insurance plans.
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Excellent work-life balance with 12 extra vacation days (ADV) on top of statutory leave and the option for 1 fixed work-from-home day per week after onboarding.
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Generous and fair compensation for participating in the rotative standby schedule.
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Amon is the exclusive recruitment partner for this position.
If interested, please contact Micha Van De Vijver at mvd@amon.be.
Application Support Engineer @ Horta
Horta is an established and leading Belgian retail group specializing in garden, pet, and baking supplies. The organization counts 55 active retail stores spread across Belgium (primarily in Flanders, with several locations in Wallonia), where the majority are operated by independent entrepreneurs (franchise/cooperative structure).
The central purchasing organization, ATD (Alles voor Tuin en Dier), located in Ternat, drives the entire network. ATD handles central negotiations, product selection, marketing, IT infrastructure, logistical arrangements, and general operational support for all affiliated store owners.
Horta distinguishes itself from direct competitors through a highly people-oriented approach, deep technical expertise, and tailored solutions for end customers. Instead of operating through an expensive central warehouse, Horta utilizes an efficient, streamlined logistics model where goods are delivered directly from suppliers to the stores. Horta combines the power and professionalism of a large retail organization with the flexibility, engagement, and proximity of local independent entrepreneurs.