C004895 L3 Support Engineer for COTS Applications (NS) - FRI 19 Jun

Deadline Date: Friday 19 June 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): 950

Required Start Date: 27 July 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

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)

Cloud Configuration (Azure, AWS)

• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

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.

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.

Escalation:

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

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.

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.

Communication and Collaboration:

• Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams to resolve issues and improve service delivery.
• Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services.
• Provide briefings and presentations.

Requirements

Skill, Knowledge & Experience:

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.
• Expert knowledge of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Expert knowledge of PKI.
• Expert knowledge and experience in state-of-the-art technologies, relevant to software engineering:
• Technologies and standards (at least 4 of them): HTML5, REST&Web Services, XML, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational data base 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 technology: Atlassian products (Jira, Jira Service Management, Confluence); IIS, JBOSS, Apache Tomcat
• Extensive experience in deployment and management of client-server applications, application integration and data transformation for application integration;
• Very good knowledge and at least two years experience in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Software Engineering techniques and methodologies; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools.

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.
• Ability to work in cross-functional application management/deployment teams.

Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.
• Prior experience of working in an international environment comprising both military and civilian elements;