C005149 L3 Support Engineer for COTS Applications (NS) - MON 7 Sep

EMW, Inc.; Eigenbrakel; Hybride; EUR 60 000 - 85 000; Plein temps

Résumé du poste

EMW, Inc. is seeking an L3 Support Engineer for COTS Applications in a hybrid setup. Responsibilities include deploying and managing server applications on Windows/Linux, integrating with identity providers, and supporting end-user workstations while reporting KPIs.

The role requires NATO SECRET security clearance, strong knowledge of cloud configurations (Azure/AWS), and collaboration across teams to ensure service continuity and security compliance.

Qualifications

• Experience with COTS applications and integration.
• Excellent command of English and communication skills.
• NATO SECRET or national equivalent security clearance preferred.

Responsabilités

• COTS Application Support and deployment on Windows or Linux servers.
• Integrate applications with identity providers and EntraID groups.
• Provide second/third-level end-user support per SLA and troubleshoot issues.
• Monitor KPIs and assist in in-service operations.

Connaissances

End-user devices management

Linux server infrastructure

Windows server infrastructure

Cloud (Azure/AWS) configuration

Formation

Bachelor's degree in CS or related field

Outils

IIS

JBOSS

Apache Tomcat

Active Directory

Description du poste

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;

1. Cloud Configuration (Azure, AWS)

• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

1. 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

1. 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.

1. 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.

1. Escalation:

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

1. 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.

1. 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.

1. 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

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 2019-2025 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;
• 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.
• 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
• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.
• 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;