Support Engineer

Benefits

Additional Information

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. 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 - C004894 Role Duties and Responsibilities 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 sec

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