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C004895 L3 Support Engineer COTS ; NS - FRI
Job in
Town of Belgium, Belgium, Ozaukee County, Wisconsin, 53004, USA
Listed on 2026-06-12
Listing for:
EMW
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Location: Town of Belgium
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): 950
Required
Start Date:
27 July 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Duties & Role 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)
- Manage Entra
ID Groups and Roles - Manage and configure different Cloud components
- 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.
- 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.
- Escalate complex issues to vendor support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- 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.
- 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.
- Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
- Communicate effectively with users to understand their issues and provide clear instructions.
- Collaborate with NCIA and vendors teams to resolve issues and improve service delivery.
- Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services.
- Provide briefings and presentations.
- 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.
- 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,…
- Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications;
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