3005 Service Engineer (L3 Support)

工作内容

Required Security Clearance: NATO SECRET

DUTIES AND ROLE

Under The Direction / Guidance Of The Local NCIA Service Delivery Manager Or The NCIA Service Area Owner, The Following Activities Will Be Supported

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.
  
  

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.

Skill, Knowledge & Experience

The candidate must have a currently active NATO SECRET security clearance

The consultancy support for this work requires an experienced Service Engineer (L3 Support) with the following qualifications:

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.
• Expert knowledge and experience in Identity Management (OAuth, OIDC, SAML2) application integration.
• Expert knowledge and experience in Application server technologies and Relational data base management systems.
• Expert knowledge and experience in Programming languages and platforms - .NET/C#, JAVA, JavaScript.
• Expert knowledge and experience in 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, organizations, identity management and badges.
• Very good knowledge and at least two year’s 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

• 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.
• Prior experience of working in an international environment comprising both military and civilian elements.
  
  

This is a condensed version of the job description. A full, detailed job description will be provided during the application process.