Service Delivery Support Engineer

pSpektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. /p h3Who we are supporting /h3 pThe NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. /p pThe NCIA provides a wide range of services, including: /p ul liCyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. /li liCommand and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. /li liSatellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces. /li liElectronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. /li liInformation Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers. /li /ul pOverall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. /p h3The program /h3 h3Assistance and Advisory Service (AAS) /h3 pThe NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. /p pTo provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. /p pbRole ID – /b bC -1 /b /p h3Role Duties and Responsibilities /h3 ul liThe 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. /li liThe 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). /li liThe Engineer will have to resolve tickets covering a wide range of Level 2 and Level 3 activities, for example: /li liInstall, 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. /li liProvide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes /li liEscalate 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) /li liOffer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information) /li liGet involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests) /li liApply patches and install ISR software updates, coordinate outages (according to agreed Approved Service Interruptions, Security Audit Findings, regular software updates) /li liParticipate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change Requests) /li liProvide support in maintaining the NATO Software Factory infrastructure, user and rights management, software updates and internal activities /li liInterface between JSSC applications and inter-operable