C005607 L3 Support Engineer for COTS Applications

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: 1 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

Skills, Knowledge & Experience:

1) Technical Proficiency:

• Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Ap