[6273] L3 Support Engineer for COTS Applications

Start date: Negotiable

Clearance: NATO Secret or equivalent

Location: Braine-l'Alleud, Belgium

Activities & Responsibilities

• Deploy and manage applications on Windows and Linux servers.
• Integrate applications with identity providers.
• Deploy and support client applications on end-user workstations.
• Gather and report KPIs and service metrics.
• Support day-to-day operation and maintenance of assigned systems.
• Manage and configure Atlassian products.
• Monitor application performance and operational environments.
• Support CIS Support Units (CSUs) and other technical support staff.
• Manage Entra ID groups and roles.
• Configure and manage cloud components across Azure and AWS.
• Deploy, configure and support AI-based solutions, tools and agents.
• Support AI/LLM integration with COTS applications in production environments.
• Monitor, maintain and support AI solutions.
• Provide 2nd and 3rd line end-user support in accordance with SLAs.
• Troubleshoot and resolve software issues.
• Log, monitor and track incidents through helpdesk systems.
• Escalate complex issues to vendors or appropriate technical teams.
• Maintain knowledge bases and document common issues and solutions.
• Support requirements analysis, change requests and technical documentation.
• Manage access to restricted areas.
• Ensure software and hardware functionality, security and compliance.
• Monitor COTS applications and associated infrastructure.
• Support security approval and accreditation activities.
• Ensure compliance with NATO and NCIA security regulations.
• Gather functional and non-functional requirements and draft system specifications.
• Support technical reviews, walkthroughs and audits.
• Support change management, configuration management, release/deployment and testing.
• Work with Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Collaborate with NCIA teams and external vendors.

Requirements

• Minimum 3 years' relevant experience in computer science, electronic engineering or a related field.
• Strong knowledge of Windows and Linux server infrastructure and Active Directory.
• Expert knowledge of Microsoft SQL Server 2019–2025 and IIS-based web applications.
• Strong experience with AI/LLM technologies, including cloud/on-premises LLMs, agentic systems, AI integration, MLOps and AI lifecycle management.
• Strong networking, cloud and PKI knowledge.
• Strong experience with AWS and Azure.
• Strong software engineering knowledge across technologies including HTML5, REST, Web Services, XML, HTTP, SQL, VBA, OAuth, OIDC, SAML2, .NET/C#, Java and JavaScript.
• Experience with Windows and Linux scripting and task automation.
• Experience with IIS, JBoss, Apache Tomcat and .NET-based applications.
• Extensive experience with client-server application deployment, application integration and data transformation.
• Knowledge of requirements management, software design, implementation, testing, change management, deployment, configuration management and Application Lifecycle Management.
• Strong troubleshooting skills across hardware, software and networks.
• Excellent verbal and written communication skills.
• Full professional proficiency in English; French is advantageous.
• Strong customer service and relationship management skills.
• Ability to communicate technical information clearly to non-technical users.
• Ability to work effectively within cross-functional teams.
• Knowledge of NATO and NCIA security directives and regulations.
• Experience working in an international environment involving military and civilian personnel.
• Must be a national of a NATO member nation.
• Must hold a NATO SECRET security clearance or national equivalent.