C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep

Park Lane Recruitment ·www.plr.ltd

Location Braine-l'Alleud, Braine-l'Alleud, Belgium, Belgium
Type Full time
Level Mid
Source Shazamme
NATO
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Deadline Date: Wednesday 2 September 2026
 
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: 95 EUR
 
Total Scope of the request (hours): 610
 
Required Start Date: 7 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 Roles
    • Manage and configure different Cloud components
  3. AI related activities
    • Deployment, configuration and support of AI based solutions, tools and agents
    • Support of COTS applications-AI integration in production environments
    • Ongoing Monitoring, Maintenance and Support
  4. 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 teams
Requirements
 
Skills, Knowledge & Experience:
  1. 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.
    • Very good understanding and experience with AI/LLM:. LLMs knowledge (cloud and on premises based); Agentic systems development; AI/LLM integration; MLOps and AI Lifecycle Management
    • Deep understanding of networking infrastructure.
    • Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
    • Deep understanding of PKI.
    • Expert knowledge 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 Database 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 technologies: IIS, JBOSS, Apache Tomcat; .NET based applications
    • Extensive experience in deployment and management of client-server applications, application integration and data transformation for application integration;
  2. Problem-Solving Skills:
    • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
    • Ability to guide users through problem-solving steps effectively.
  3. Communication and Interpersonal Skills:
    • 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.
  4. Customer Service Orientation:
    • Strong customer service focus with a commitment to user satisfaction.
    • Patience and empathy when dealing with user issues and concerns.
  5. Organizational Skills:
    • Ability to manage multiple support tickets and prioritize tasks effectively.
    • Attention to detail in documenting support activities and maintaining accurate records.
  6. Work Experience:
    • At least 3 years of relevant experience in the field of computer science or electronic engineering
    • Very good knowledge and 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
  7.  Team Collaboration:
    • Ability to work effectively as part of a team and share knowledge and resources.
    • Willingness to collaborate with colleagues to solve complex issues.
  8. Others:
    • Candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
    • Candidate must have the nationality of one of the NATO nations.
    • Candidate must possess a NATO Secret Security Clearance or national equivalent.
    • Prior experience in an international environment comprising both military and civilian elements;

Frequently asked questions

Who is hiring for the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep role?
Park Lane Recruitment is hiring for the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep position, a Shazamme client. Apply directly on the employer's career site.
Where is the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep job located?
The C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep role with Park Lane Recruitment is based in Braine-l'Alleud, BE.
Is the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep role full-time or contract?
This is a full time position at Park Lane Recruitment.
What experience level is the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep role?
The C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep position is aimed at mid-level candidates.
How do I apply for the C005068 L3 Support Engineer for COTS Applications (NS) BELGIUM - 2 Sep role at Park Lane Recruitment?
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