Senior Application Support Engineer

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

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 – C004296

Role Duties and Responsibilities

Containerization and Kubernetes:

• Implement and manage Kubernetes environment that run in private cloud environments

Cloud Configuration (Azure, AWS):

• Configure CI/CD Pipelines
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

COTS End-User Support:

• Provide third-level support for end-user queries.
• Troubleshoot and resolve software issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

Incident Logging and Tracking:

• 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.

Escalation:

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

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.

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 the 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.
• Communication and Collaboration:
• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

Essential Skills, Experience and Certifications

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 2016-2022 and IIS based web servers.
• Expert knowledge of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Expert knowledge of PKI.
• Expert knowledge and experience in state-of-the-art technologies, 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 data base 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 the following COTS technology
  • GENPACT Sequence Kinetics or Sequence Cora
  • CITI Manage ID
  • Atlassian products (Jira, Jira Service Management, Confluence)
  • Wolters Kluwer TeamMate
• Experience in human resource (HR) IT applications related to personnel, posts, organisations, identity management and badges
• Very good knowledge and at least two years experience 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
  • Application release and deployment management
  • Configuration management practices and tools
  • Application Lifecycle Management concept and tools.
• Knowledge of NATO HR processes

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

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.

Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

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.

Others:

• They have strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• They must have the nationality of one of the NATO nations.
• They must possess a NATO Secret Security Clearance or national equivalent.
• Prior experience of working in an international environment comprising both military and civilian elements.

Working Location

• Braine-l’Alleud,Belgium

Working Policy

• Onsite

Specific working conditions

• The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Service Delivery Manager / Team Leaders instructions.
• For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint's end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.
• The contractor will be required to provide services 100% on-site at Braine l'Alleud, Belgium.
• Teleworking (working from own location in the country of the duty station) to support service delivery can also be arranged with theline manager's coordination and approval.
• The work will be conducted during normal office hours following the Braine l'Alleud calendar, as well as outside office hours and on weekends, if necessary.
• NCI Agency in Braine l'Alleud Recognized Business hours/Holidays
• NCI Agency in Braine l'Alleud official holiday schedule applies and will be provided to the contractor.
• NCI Agency in Braine L'Alleud Operations: Monday to Thursday 0830 – 1730 and Friday 0830 – 1530 (CET)
• Contractor Furnished Services:
• Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.
• NCIA Furnished Property and Services:
• Access to relevant networks and environments will be provided by NCIA
• The work depicted in this SOW is expected to be carried by a SINGLE RESOURCE.
• Work is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency, for the duration of this contract, and is to be returned upon completion of the contract.
• There may be requirements to travel to other sites within NATO for completing these tasks for periods not exceeding 2 weeks.
• Travel expenses are out of scope and will be borne by the NCI Agency separately in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.