C005149 L3 Support Engineer for COTS Applications

Deadline Date: Monday 7 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): 408

Required Start Date: 13 October 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)
• 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;
• Cloud Configuration (Azure, AWS)
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components
• 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
• 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
• 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
• 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

• 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