Requirement: L3 Support Engineer for COTS Applications
Location: Braine-l'Alleud, BELGIUM
Full Time On-Site: No
Time On-Site: 50%
Not to Exceed Rate: 82 EUR
Total Scope of the request (hours): 950
Required Start Date: 20 July 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
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)
- Manage EntraID Groups and Roles
- Manage and configure different Cloud components
- 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.
- 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.
- Escalate complex issues to vendor support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- 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.
- 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.
- Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
- Communicate effectively with users to understand their issues and provide clear instructions.
- Collaborate with NCIA and vendors teams to resolve issues and improve service delivery.
- Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services.
- Provide briefings and presentations.
Skill, Knowledge & Experience:
Technical Proficiency:
- 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.
- Expert knowledge of networking infrastructure.
- Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
- Expert knowledge of PKI.
- Expert knowledge and experience in state-of-the-art technologies, relevant to software engineering:
- Technologies and standards (at least 4 of them): HTML5, REST&Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational data base management systems; Programming languages and platforms - .NET/C#, JAVA, JavaScript; Task automation through scripting in both Windows and Linux.
- Deep understanding of security constraints and requirements in CIS.
- Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
- Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
- Experience and good knowledge of at least the following COTS technology: Atlassian products (Jira, Jira Service Management, Confluence); IIS, JBOSS, Apache Tomcat
- Extensive experience in deployment and management of client-server applications, application integration and data transformation for application integration;
- Very good knowledge and at least two years experience in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Software Engineering techniques and methodologies; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools.
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
- Ability to guide users through problem-solving steps effectively.
- Excellent verbal and written communication skills.
- Full proficiency in English. French language proficiency is of advantage.
- Ability to communicate technical information to non-technical users in a clear and concise manner.
- Ability to work in cross-functional application management/deployment teams.
- Strong customer service focus with a commitment to user satisfaction.
- Patience and empathy when dealing with user issues and concerns.
- Ability to manage multiple support tickets and prioritize tasks effectively.
- Attention to detail in documenting support activities and maintaining accurate records.
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
- The candidate must have the nationality of one of the NATO nations.
- The candidate must possess a NATO Secret Security Clearance or national equivalent.
- Prior experience of working in an international environment comprising both military and civilian elements.
