Application Support Engineer — Level 2 and Change Management for NATO with security clearance

Wlgroup; Brunssum; On-site; EUR 48,000 - 72,000; Full time

Job summary

The role is on-site in Brunssum, Netherlands, within a multinational defence organisation's integrated team. You will own tickets, diagnose and close incidents, and contribute to ongoing operations and exercises.

You will install, maintain and monitor services, participate in the Change Advisory Board, apply patches, and handle on-call duties while serving as SME for the supported applications with professional English.

Qualifications

• Background in computer science or information technology and analytical approach to complex faults.
• Second-line support experience in a service-managed environment with a ticketing system and change process.
• Comfort working in an integrated team of staff and contractors in disciplined environments.
• Professional English, written and spoken.

Responsibilities

• Respond to, categorise, document and resolve incidents, service requests, changes and information requests via the ticketing toolset.
• Install, maintain and monitor components of the supported services, including during operations, missions and exercises.
• Escalate to third line when appropriate and assist with troubleshooting.
• Act as SME for supported applications for users and communities of interest.
• Apply patches and software updates and coordinate outages as needed.
• Participate in CAB for new releases and in daily planning and reporting.
• Share on-call duty on flexible shifts to align with operations.

Skills

IT background

Analytical mindset

Second-line support

Ticketing system

English proficiency

Job description

A multinational defence organisation runs a support centre for its intelligence services and needs a chief technician inside the integrated team. This is second-line work with real ownership: you take the ticket, you understand the system behind it, and you see it closed.

What you would be doing

• Responding to, categorising, documenting and resolving incidents, service requests, changes and requests for information through the ticketing toolset.
• Installing, maintaining and monitoring the components of the supported services, including during operations, missions and exercises.
• Escalating to third line where it belongs, and helping to troubleshoot and debug what you escalate.
• Acting as the subject matter expert for the supported applications, for users and for communities of interest.
• Applying patches and software updates, and coordinating the outages they need.
• Taking part in the change advisory board for new releases, and in daily planning and reporting.
• Sharing on-call duty on flexible shifts, so support starts earlier or later as operations require.

What you would bring

• A background in computer science or information technology, and the analytical habit that unusual, complex faults demand.
• Second-line support experience in a service-managed environment, with a ticketing system and change process you have actually lived with.
• Comfort in an integrated team of staff and contractors, and the discipline classified environments require.
• Professional English, written and spoken.

The assignment is on-site in Brunssum.