# C005207 L3 Support Engineer for COTS Applications (NS) - WED 2 Sep > EMW, Inc. · Braine-l'Alleud, Belgium (Hybrid) · Contract · Posted 2026-08-20 **Workplace:** hybrid **Department:** AAS ## Description **Deadline Date:** Wednesday 2 September 2026 **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):** 610 **Required Start Date:** 7 October 2026 **End Contract Date:** 31 December 2026 **Required Security Clearance:** NATO SECRET **Duties & Role:**   1) 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) - Supporting in-service operations of the systems. - Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Atlassian Products management and configuration; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems; 2) Cloud Configuration (Azure, AWS) - Manage EntraID Groups and Roles - Manage and configure different Cloud components 3) AI related activities - Deployment, configuration and support of AI based solutions, tools and agents - Support of COTS applications-AI integration in production environments - Ongoing Monitoring, Maintenance and Support 4) COTS End-User Support: - 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. 5) Incident Logging and Tracking: - 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. 6) Escalation: - Escalate complex issues to vendor support or appropriate teams when necessary. - Follow up on escalated issues to ensure timely resolution and user satisfaction. 7) 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. - 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. 8) 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 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. - Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain. - Support to change management, configuration management, release/deployment and testing. - 9) Communication and Collaboration: - Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders. - Communicate with users to understand their issues and provide clear instructions. - Collaborate with NCIA and vendors teams ## Requirements **Skills, Knowledge & Experience:** 1) 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 2019-2025 and IIS based web applications. - Very good understanding and experience with AI/LLM:. LLMs knowledge (cloud and on premises based); Agentic systems development; AI/LLM integration; MLOps and AI Lifecycle Management - Deep understanding of networking infrastructure. - Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure. - Deep understanding of PKI. - Expert knowledge 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 Database 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 at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications - Extensive experience in deployment and management of client-server applications, application integration and data transformation for application integration; 2) Problem-Solving Skills: - Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues. - Ability to guide users through problem-solving steps effectively. 3) 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. - Ability to work in cross-functional application management/deployment teams. 4) Customer Service Orientation: - Strong customer service focus with a commitment to user satisfaction. - Patience and empathy when dealing with user issues and concerns. 5) Organizational Skills: - Ability to manage multiple support tickets and prioritize tasks effectively. - Attention to detail in documenting support activities and maintaining accurate records. 6) Work Experience: - At least 3 years of relevant experience in the field of computer science or electronic engineering - Very good knowledge and 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;. Software design, implementation and testing; Software Engineering techniques and methodologies; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools 7) 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. 8) Others: - Candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure. - Candidate must have the nationality of one of the NATO nations. - Candidate must possess a NATO Secret Security Clearance or national equivalent. - Prior experience in an international environment comprising both military and civilian elements; ## Apply [Apply at EMW, Inc.](https://apply.workable.com/emw/j/11CEFAC154/apply) --- Powered by [Workable](https://www.workable.com)