L3 Support Engineer for COTS Applications for NATO with security clearance

L3 Support Engineer for COTS Applications for NATO with security clearance 50% remote Main Duties 1) COTS Application Support a) Deploy and manage server applications running on Windows or Linux servers; b) Integrate applications with identity providers; c) Support creation and deployment of client applications on enduser workstations. d) Gathering and reporting metrics and Key Performance Indicators (KPIs) 2) Cloud Configuration (Azure, AWS) a) Manage EntraID Groups and Roles b) Manage and configure different Cloud components 3) COTS End-User Support: a) Provision of support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities. b) Provide second-level and third-level support for end-user queries. c) Troubleshoot and resolve software issues, ensuring minimal disruption to users. d) Communicating solutions or advices to customers and users. e) Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution. 4) Incident Logging and Tracking: a) Monitor the incident management process for tickets created in the helpdesk ticketing system. b) Log and track support incidents using the helpdesk ticketing system. c) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels. 5) Escalation: a) Escalate complex issues to vendor support or appropriate teams when necessary. b) Follow up on escalated issues to ensure timely resolution and user satisfaction. 6) Knowledge Base Management: a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. b) Share knowledge and best practices with team members to improve overall service quality. c) Contribute to analysis and documentation of new requirements and change requests. d) Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables. 7) Technical: a) Controlling, managing and providing access to the restricted areas managed by the business area. b) Ensuring the proper functionality and security of software and hardware managed by NBAC. c) Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications. d) Providing support to NBAC team for security approval and accreditation of software applications and CIS. e) 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. f) Gathering functional and non-functional requirements, including drafting systems specifications. g) Support technical reviews, walkthroughs and audits. 8) Communication and Collaboration: a) Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders. b) Communicate effectively with users to understand their issues and provide clear instructions. c) Collaborate with NCIA and vendors teams to resolve issues and improve service delivery. d) Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services. e) Provide briefings and presentations. Requirements Description: 1) Technical Proficiency: a) Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads. b) Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory. c) Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications. d) Expert knowledge of networking infrastructure. e) Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure. f) Expert knowledge of PKI. g) Expert knowledge and experience in state-of-the-art technologies, relevant to software engineering: i. Technologies and standards (at least 4 of them): HTML5, REST&Web Services, XML, HTTP, SQL, Visual Basic for Applications; ii. Identity Management (OAuth, OIDC, SAML2) application integration; iii. Application server technologies and Relational data base management systems; iv. Programming languages and platforms - .NET/C#, JAVA, JavaScript; v. Task automation through scripting in both Windows and Linux. h) Deep understanding of security constraints and requirements in CIS. i) Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards. Skill, Knowledge & Experience: j) Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint. k) Experience and good knowledge of at least the following COTS technology: i. Atlassian products (Jira, Jira Service Management, Confluence) ii. IIS, JBOSS, Apache Tomcat l) Extensive experience in deployment and management of clientserver applications, application integration and data transformation for application integration; m) Very good knowledge and at least two years experience in various areas of Software Engineering including some of the following: i. Requirements elicitation and management (including nonfunctional requirements for Operations & Maintenance); ii. SW change management and testing; iii. Software design, implementation and testing; iv. Software Engineering techniques and methodologies; v. Application release and deployment management; vi. Configuration management practices and tools; vii. Application Lifecycle Management concept and tools. 2) Problem-Solving Skills: a) Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues. b) Ability to guide users through problem-solving steps effectively. 3) Communication and Interpersonal Skills: a) Excellent verbal and written communication skills. b) Full proficiency in English. French language proficiency is of advantage. c) Ability to communicate technical information to non-technical users in a clear and concise manner. d) Ability to work in cross-functional application management/deployment teams. 4) Customer Service Orientation: a) Strong customer service focus with a commitment to user satisfaction. b) Patience and empathy when dealing with user issues and concerns. 5) Organizational Skills: a) Ability to manage multiple support tickets and prioritize tasks effectively. b) Attention to detail in documenting support activities and maintaining accurate records. 6) Team Collaboration: a) Ability to work effectively as part of a team and share knowledgeand resources. b) Willingness to collaborate with colleagues to solve complex issues. 7) Others: a) The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure. b) The candidate must have the nationality of one of the NATO nations. c) The candidate must possess a NATO Secret Security Clearanceor national equivalent. d) Prior experience of working in an international environment comprising both military and civilian elements Department Infrastructure & Platform Support Locations Braine-l'Alleud Remote status Hybrid Braine-l'Alleud