# C004895 L3 Support Engineer for COTS Applications (NS) - FRI 19 Jun > EMW, Inc. · Braine-l'Alleud, Belgium (Hybrid) · Contract · Posted 2026-06-08 **Workplace:** hybrid **Department:** AAS ## Description **Deadline Date:** Friday 19 June 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):** 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) Cloud Configuration (Azure, AWS) - Manage EntraID Groups and Roles - Manage and configure different Cloud components 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. 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. 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. - 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. 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. Communication and Collaboration: - 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. ## Requirements **Skill, Knowledge & Experience:** 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. - 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 at least the following COTS technology: Atlassian products (Jira, Jira Service Management, Confluence); IIS, JBOSS, Apache Tomcat - Extensive experience in deployment and management of client-server applications, application integration and data transformation for application integration; - 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; 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. 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. - Ability to work in cross-functional application management/deployment teams. 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: - The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure. - The candidate must have the nationality of one of the NATO nations. - The candidate must possess a NATO Secret Security Clearance or national equivalent. - Prior experience of working in an international environment comprising both military and civilian elements; ## Apply [Apply at EMW, Inc.](https://apply.workable.com/emw/j/41CF90F4F2/apply) --- Powered by [Workable](https://www.workable.com)