C005259 Support System Engineering for Service Delivery

Deadline Date: Friday 13 November 2026

Requirement: Support System Engineering for Service Delivery Joint Intelligence and Reconnaissance Services Support Centre (JSSC)

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 252

Required Start Date: 4 January 2027

End Contract Date: 31 December 2027

Required Security Clearance: NATO SECRET

Duties & Role:

The scope of the assignment will be limited to providing Level 2 and Level 3 service support according to the submitted Incidents, Service Requests, Change Requests, Task, Requests for Information or Internal activities, traceable through the NCIA ITSM and/or Azure DevOPS NATO Software Factory ticketing system.

The engineer will be required to respond, document, categorize and solve all the assigned tickets according to the internal processes and procedures. The work will be executed mainly onsite, but some work might require offsite at other NATO locations. Generally, remote work cannot be performed offsite since the nature and classification of the work requires the incumbent to be present in the office with access to classified networks. Nevertheless, incidental requests will be reviewed on a case by case basis.

The Engineer will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s).

The Engineer will have to resolve tickets covering a wide range of Level 2 and Level 3 activities, for example:

• Install, maintain, monitor and support the JSSC services (Intel- FS, ANB, Release Server, CoreGIS, HMART, CSD IPL/IWS, ICMT, AOSS, NAMIS, NABIS, REACT) mainly in support of Operations, Missions and NATO exercises.
• Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes
• Escalate issues to level 3 support team as appropriate, support in the troubleshooting and debugging of found issues (document and elevate trouble tickets from ITSM into Azure DevOps work items, as well as support in their resolution and testing)
• Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information)
• Get involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests)
• Apply patches and install ISR software updates, coordinate outages (according to agreed Approved Service Interruptions, Security Audit Findings, regular software updates)
• Participate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change Requests)
• Provide support in maintaining the NATO Software Factory infrastructure, user and rights management, software updates and internal activities
• Interface between JSSC applications and inter-operable FASes from other Business Areas
• Participates in on-call support. He/she also adheres to flexible 8 hrs/5 days a week shifts, which may be scheduled on-demand based on operational needs. This scheduling flexibility ensures that the duty activities can start earlier or later in a day, providing consistent and adaptable support in alignment with the organization's requirements;

Specific Working Conditions: The contractor shall provide services On-site in SHAPE, Mons, Belgium. Exceptional off-site activities to support service delivery can also be arranged with the line manager's and IASB Branch Head's coordination and approval. There may be requirements to travel to other sites within NATO for completing these tasks

Skills, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Experienced system engineer with proven level 2/level 3 support roles in a multinational and/or military organisation of minimum 5 years in various roles (Windows Server Administration, Windows Client Administration, Active Directory Administration, Network Administrator, Virtualization, IIS web hosting, Linux hosting, Linux Administration, Ansible, Containerization)
• Microsoft SQL Server Administration knowledge (installation, configuration, maintenance, backup policies)
• Remote server administration
• Knowledge of DNS, DHCP, WSUS, GPOs
• MS SQL scripting knowledge, data consistency and data clean- up based on consultation with the user community and development team
• Azure Devops experience
• Hardware and software configuration of Server hosting platforms, custom disk configurations with specific storage controllers, RAID configuratio