L3 Support Engineer for COTS Applications / 1

Braine-l'Alleud, Belgium Deadline: 09-06-2026 Geplaatst: 26-05-2026 #16858

Duties

  • 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.

Requirement

  • 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.
  • 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 four 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)
  • Experience and good knowledge of at least the following COTS technology: 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.
  • Strong customer service focus with a commitment to user satisfaction.
  • 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;

Preferences

  • French language proficiency is of advantage.

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