C005149 L3 Support Engineer for COTS Applications
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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:
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 RolesManage and configure different Cloud components3) AI related activities
Deployment, configuration and support of AI based solutions, tools and agentsSupport of COTS applications-AI integration in production environmentsOngoing Monitoring, Maintenance and Support4) 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 teamsRequirements
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-
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