C005207 L3 Support Engineer for COTS Applications (NS) - WED 2 Sep

Over deze functie

Deadline Date: Wednesday 2 September 2026
Requirement: L3 Support Engineer for COTS Applications
Location: Braine-l'Alleud, BE
Full Time On-Site: No
Time On-Site: 50%
Total Scope of the request (hours): 610
Required Start Date: 7 October 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET

Duties & Role:
1) COTS Application Support

• Deploy and manage server applications running on Windows or Linux servers;

• Integrate applications with identity providers;

• Support creation and deployment of client applications on end-user workstations.

• Gathering and reporting metrics and Key Performance Indicators (KPIs)

• Supporting in-service operations of the systems.

• Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Atlassian Products management and configuration; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
2) Cloud Configuration (Azure, AWS)

• Manage EntraID Groups and Roles

• Manage and configure different Cloud components
3) AI related activities

• Deployment, configuration and support of AI based solutions, tools and agents

• Support of COTS applications-AI integration in production environments

• Ongoing Monitoring, Maintenance and Support
4) COTS End-User Support:

• Provision of support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.

• Provide second-level and third-level support for end-user queries.

• Troubleshoot and resolve software issues, ensuring minimal disruption to users.

• Communicating solutions or advices to customers and users.

• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
5) Incident Logging and Tracking:

• Monitor the incident management process for tickets created in the helpdesk ticketing system.

• Log and track support incidents using the helpdesk ticketing system.

• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
6) Escalation:

• Escalate complex issues to vendor support or appropriate teams when necessary.

• Follow up on escalated issues to ensure timely resolution and user satisfaction.
7) Knowledge Base Management:

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.

• Share knowledge and best practices with team members to improve overall service quality.

• Contribute to analysis and documentation of new requirements and change requests.

• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.
8) Technical:

• Controlling, managing and providing access to the restricted areas managed by the business area.

• Ensuring the proper functionality and security of software and hardware managed by NBAC.

• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.

• Providing support to NBAC team for security approval and accreditation of software applications and CIS.

• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.

• Gathering functional and non-functional requirements, including drafting systems specifications.

• Support technical reviews, walkthroughs and audits.

• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.

• Support to change management, configuration management, release/deployment and testing.

• 9) Communication and Collaboration:

• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.

• Communicate with users to understand their issues and provide clear instructions.

• Collaborate with NCIA and vendors teams
Requirements
Skills, Knowledge & Experience:
1) Technical Proficiency:

• Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.

• Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory.

• Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.

• Very good understanding and experience with AI/LLM:. LLMs knowledge (cloud and on premises based); Agentic systems development; AI/LLM integration; MLOps and AI Lifecycle Management

• Deep understanding of networking infrastructure.

• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.

• Deep understanding of PKI.

• Expert knowledge relevant to software engineering: Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational Database Management Systems; Programming languages and platforms - .NET/C#, JAVA, JavaScript; Task automation through scripting in both Windows and Linux.

• Deep understanding of security constraints and requirements in CIS.

• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.

• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.

• Experience and good knowledge of at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications

• Extensive experience in deployment and management of client-server applications, application…