Service Delivery Support Engineer.. at Spektrum

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 – 2024-0235
Role Duties and Responsibilities
 The Engineer will participate in the daily reporting and planning activities (daily
stand-ups) as well as the required participation in workshops, events and
conferences related to the supported services, as requested by the Service Delivery
Manager(s);
 The Engineer will have to resolve tickets covering a wide range of Level 2 and Level
3 activities, for example:
o Install, maintain, monitor and support the JSSC services (Intel-FS, ANB,
Release Server, CoreGIS, HMART, CSD IPL/IWS, ICMT, AOSS, NAMIS,
NABIS, REACT) mainly in support of Operations, Missions and NATO
exercises;
o Provide timely response and resolution to all support tickets (incidents, service
requests, changes, internal activities) following the internal processes;
o Escalate issues to level 3 support team as appropriate, support in the
troubleshooting and debugging of found issues (document and escalate trouble
tickets from ITSM into Azure DevOps work items, as well as support in their
resolution and testing);
o Offer Subject Matter Expertise for the JSSC applications to the user community
and to COIs (supporting the Requests For Information);
o Get involved in User Acceptance Testing for new software releases in both
organizing and test execution (supporting the Change Requests);
o Apply patches and install ISR software updates, coordinate outages (according
to agreed Approved Service Interruptions, Security Audit Findings, regular
software updates);
o Participate in NRF/ARF/Enterprise CABs as needed to support new software
releases in the validation and verification process (support to Change
Requests);
o Provide support in maintaining the NATO Software Factory infrastructure, user
and rights management, software updates and internal activities;
o Interface between JSSC applications and inter-operable FASes from other
Business Areas;
o Participates in on-call support. He/she also adheres to flexible 8 hrs/5 days a
week shifts, which may be scheduled on-demand based on operational needs.
This scheduling flexibility ensures that the duty activities can start earlier or
later in a day, providing consistent and adaptable support in alignment with the
organization’s requirements.
Essential Skills, Experience and Certifications
 Experienced system engineer with proven level 2/level 3 support roles in a
multinational and/or military organisation of minimum 5 years in various roles
(Windows Server Administration, Windows Client Administration, Active Directory
Administration, Network Administrator, Virtualization, IIS web hosting, Linux
hosting, Linux Administration, Ansible, Containerization)Microsoft SQL Server
Administration knowledge (installation, configuration, maintenance, backup
policies);
 Remote server administration;
 Knowledge of DNS, DHCP, WSUS, GPOs;
 MS SQL scripting knowledge, data consistency and data clean-up based on
consultation with the user community and development team;
 Azure Devops experience;
 Hardware and software configuration of Server hosting platforms, custom disk
configurations with specific storage controllers, RAID configuration, redundancy
and safety approach in all levels of designing in implementing of the solutions

 Very good virtualization skills, preferably on vmWare with System Center
integration
 Good knowledge of Powershell scripting and/or Python
 xml file manipulation, xsds validation and maintenance and automation done
through Powershell/scripting
 Must have excellent spoken and written English communication and presentation
skills, as demonstrated by recent experience (within the past 5 years);
 Must have proficiency in the office Suite, Reporting tools;
 Must have excellent understanding and experience of network communication
protocols TCP/IP, OSI layers, Firewalls and Security principles
 Must demonstrate the ability and self-motivation to work on his/her own but must
also work well within groups as part of a team;
 Must demonstrate an ability and keen sense for problem-solving.
 Motivated, good communication skills, team player.
 Able to work independently with minimal supervision.
 Knowledge of NATO responsibilities and organization.
Desirable Skills, Experience and Certifications
 Desirable skills: previous knowledge of NATO FASes constitute and advantage
 Desirable experience in various areas of Software Engineering including:
o Software design, implementation and testing;
o Programming languages, techniques and methodologies associated with
the duties described above
o Very good knowledge of commonly used standards and best practices
for software engineering, including design patterns
 Desirable knowledge/Exposure to technologies like WSO2, Kafka, Apache
Camel, Redis, PostGres, Neo4J, Angular, Elastic Search, XSLT, OData
o Java development;
o Agile software development methodologies.
 Knowledge and experience in:
o Application server technologies;
o Multi-tiered, distributed systems
o Service-Oriented Architectures
o Relational data base management systems
o Web authoring, design and administration tools
o C#, HTML5 and modern JavaScript/TypeScript frameworks, Web
Services
 Previous experience in NATO, FAS support, software lifecycle support,
knowledge of NATO policies and process
Working Location
 Mons, Belgium
Working Policy
 On-site
Travel
 Some travel to other NATO sites may be required
Security Clearance
 Valid National or NATO Secret personal security clearance

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Service Delivery Support Engineer..

Skills

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Remote Work Policy

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