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

WLG; Brunssum; On-site; EUR 45,000 - 75,000; Full time

Job summary

WLG in Brunssum, Netherlands, seeks a chief technician to join a multinational defence organisation within the integrated team. You will own second-line incident resolution, understand the system behind each ticket, and ensure timely closure.

You will install, maintain and monitor components of the supported services, escalate when needed, and contribute to patches, outages and planning. On-call duties align with operations.

Qualifications

• Experience in a service-managed environment with ticketing and change processes.
• Background in computer science or information technology and analytical problem-solving.
• Ability to work in integrated staff/contractor teams in a controlled, disciplined environment.
• Professional English, written and spoken.

Responsibilities

• Respond to, categorize, document and resolve incidents, service requests, changes and information requests via the ticketing toolset.
• Install, maintain and monitor components of supported services during operations, missions and exercises.
• Escalate to third line when appropriate and assist in debugging escalated issues.
• Act as SME for supported applications for users and communities of interest.
• Apply patches and updates, and coordinate outages as needed.
• Participate in change advisory board for new releases and in daily planning and reporting.
• Share on-call duty on flexible shifts to start earlier or later as operations require.

Skills

Second-line support

Ticketing system

Change management

Analytical mindset

Professional English

Education

Degree in Computer Science or IT

Tools

Ticketing toolset

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 escalated.
• 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.