L2 Support Engineer

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 – 2025-0272

Role Duties and Responsibilities

• Provide second level support for end-user queries.


• Troubleshoot and resolve software issues, ensuring minimal disruption to users.


• Troubleshoot and resolve software problems, ensuring efficient use and problem resolution.


• 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 Level 3 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.


• Provide users with guidance and training on best practices for using IEMS.


• Promote self-service tools and resources to empower users and reduce support requests.


• Installation and configuration of server operating systems.


• Configuration and administration of web and database servers.


• Service monitoring and reporting.


• Contributing to disaster recovery planning process.


• Maintaining system documentation.


• Communicate effectively with users to understand their issues and provide clear instructions.


• Collaborate with IT teams to resolve issues and improve service delivery.

ORACLE DATABASE and ORACLE APPLICATION SERVER (OAS) management in production and test environment:

• Application installation, configuration and testing


• Hardening database and application servers


• Installation, configuration and updating development and management tools


• Data dictionary management (relational integrity)


• Management of user accounts and access rights


• Daily service monitoring: accessibility, disk space allocation, processes status, etc.


• Tracking ORACLE bugs via My Oracle Support


• Maintaining design and system documentation

 Essential Skills, Experience and Certifications

• Experienced (5 years’ experience) Support Engineer (L2 Support).


• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads.


• Expert knowledge of Oracle databases 11g and 12c.


• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.


• Advanced knowledge of Veeam backup and VMware.


• Knowledge and experience with practical application of SHAPE standard operating procedures and the ADP security rules laid down by SHAPE.


• Recent experience in the analysis, design, modelling, and development of large-scale distributed software-intensive transaction processing systems (like management information, stock management, etc).


• Intensive and up to date knowledge of Data Base Management Systems (ORACLE), database programming techniques and data management concepts.


• Advanced knowledge of bar code system programming.


• Intermediate understanding and knowledge of JAVA.


• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.


• Ability to guide users through problem-solving steps effectively.


• Excellent verbal and written communication skills.


• Ability to communicate technical information to non-technical users in a clear and concise manner.


• Strong customer service focus with a commitment to user satisfaction.


• Patience and empathy when dealing with user issues and concerns.


• Ability to manage multiple support tickets and prioritize tasks effectively.


• Attention to detail in documenting support activities and maintaining accurate records.


• Ability to work effectively as part of a team and share knowledge and resources.


• Willingness to collaborate with colleagues to solve complex issues.


• Strong customer relationship skills, including negotiating complex and sensitive situations under pressure.

 Language Proficiency

• Full proficiency in English. French language proficiency is of advantage.

 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