Service Delivery Support Engineer..

Spektrum; Henegouwen; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Spektrum seeks an experienced Senior System Engineer to support the NCIA NATO environment in Mons, Belgium. You will handle Level 2/3 tickets for critical JSSC services, participate in daily stand-ups, and contribute to workshops and testing activities.

Your duties include patch management, outage coordination, and collaboration with cross-functional teams to ensure secure, reliable IT services for NATO operations. Fluency in English is essential.

Qualifications

• Experienced system engineer with 5+ years in multinational or military environment.
• Strong Windows & Linux admin, AD, DNS/DHCP, IIS, SQL Server administration.
• Proficient in PowerShell and/or Python scripting; experience with Azure DevOps.

Responsabilités

• Participate in daily reporting and planning activities and workshops.
• Resolve Level 2/3 tickets for JSSC services and related applications.
• Escalate issues to Level 3 support and document trouble tickets in ITSM/Azure DevOps.
• Provide SME support for JSSC applications to user communities and COIs.
• Support User Acceptance Testing for new releases and Change Requests.
• Apply patches, manage ISR software updates and coordinate outages.
• Support NATO Software Factory infrastructure and access control.
• Interface between JSSC apps and inter-operable FASes; participate in on-call shifts.

Connaissances

Windows Server Administration

Active Directory Administration

Linux Administration

Azure DevOps

PowerShell scripting

Python scripting

English communication

Networking TCP/IP

Outils

VMware

System Center

Description du poste

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO’s member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO’s communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO’s military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO’s mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO’s information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO’s communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise’s: NATO International Civilians (NIC)’s, Military (Mil), and Interim Workforce Consultants (IWC)’s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2024-0235

Role Duties and Responsibilities

The Engineer will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s);

• The Engineer will have to resolve tickets covering a wide range of Level 2 and Level 3 activities, for example:
  o Install, maintain, monitor and support the JSSC services (Intel-FS, ANB,
  Release Server, CoreGIS, HMART, CSD IPL/IWS, ICMT, AOSS, NAMIS,
  NABIS, REACT) mainly in support of Operations, Missions and NATO
  exercises;
• Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes;
• Escalate issues to level 3 support team as appropriate, support in the troubleshooting and debugging of found issues (document and elevate trouble tickets from ITSM into Azure DevOps work items, as well as support in their resolution and testing);
• Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information);
• Get involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests);
• Apply patches and install ISR software updates, coordinate outages (according
  to agreed Approved Service Interruptions, Security Audit Findings, regular
  software updates);
• Participate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change
  Requests);
• Provide support in maintaining the NATO Software Factory infrastructure, user
  and rights management, software updates and internal activities;
• Interface between JSSC applications and inter-operable FASes from other
  Business Areas;
• Participate in on-call support. He/she also adheres to flexible 8 hrs/5 days a
  week shifts, which may be scheduled on-demand based on operational needs.
  This scheduling flexibility ensures that the duty activities can start earlier or later in a day, providing consistent and adaptable support in alignment with the organization’s requirements.

Essential Skills, Experience and Certifications

Experienced system engineer with proven level 2/level 3 support roles in a multinational and/or military organisation of minimum 5 years in various roles (Windows Server Administration, Windows Client Administration, Active Directory Administration, Network Administrator, Virtualization, IIS web hosting, Linux hosting, Linux Administration, Ansible, Containerization)Microsoft SQL Server Administration knowledge (installation, configuration, maintenance, backup policies);
Remote server administration;
Knowledge of DNS, DHCP, WSUS, GPOs;
MS SQL scripting knowledge, data consistency and data clean-up based on
consultation with the user community and development team;
Azure Devops experience;
Hardware and software configuration of Server hosting platforms, custom disk
configurations with specific storage controllers, RAID configuration, redundancy
and safety approach in all levels of designing in implementing of the solutions

Very good virtualization skills, preferably on vmWare with System Center
integration
Good knowledge of Powershell scripting and/or Python
xml file manipulation, xsds validation and maintenance and automation done
through Powershell/scripting
Must have excellent spoken and written English communication and presentation
skills, as demonstrated by recent experience (within the past 5 years);
Must have proficiency in the office Suite, Reporting tools;
Must have excellent understanding and experience of network communication
protocols TCP/IP, OSI layers, Firewalls and Security principles
Must demonstrate the ability and self‑motivation to work on his/her own but must
also work well within groups as part of a team;
Must demonstrate an ability and keen sense for problem-solving.
Motivated, good communication skills, team player.
Able to work independently with minimal supervision.
Knowledge of NATO responsibilities and organization.

Desirable Skills, Experience and Certifications

Desirable skills: previous knowledge of NATO FASes constitute and advantage

Desirable experience in various areas of Software Engineering including:

• Software design, implementation and testing;
• Programming languages, techniques and methodologies associated with the duties described above
• Very good knowledge of commonly used standards and best practices for software engineering, including design patterns
• Desirable knowledge/Exposure to technologies like WSO2, Kafka, Apache
  Camel, Redis, PostGres, Neo4J, Angular, Elastic Search, XSLT, OData
  o Java development;
• o Agile software development methodologies.
• Knowledge and experience in:
  o Application server technologies;
  o Multi-tiered, distributed systems
  o Service-Oriented Architectures
  o Relational data base management systems
  o Web authoring, design and administration tools
  o C#, HTML5 and modern JavaScript/TypeScript frameworks, Web
  Services
• Previous experience in NATO, FAS support, software lifecycle support,
  knowledge of NATO policies and process

Working Location

Mons, Belgium

Working Policy

On-site

Travel

Some travel to other NATO sites may be required

Security Clearance

Valid National or NATO Secret personal security clearance