Solution 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 – C005440

Role Background

The Solution Support Engineer is responsible for providing technical assistance and support to clients and internal teams in the implementation and maintenance of software solutions. This role involves troubleshooting and resolving technical issues, assisting with product configurations, and ensuring that solutions are functioning optimally. Solution Support Engineers collaborate closely with customers to understand their needs, provide guidance on best practices, and help solve problems related to system performance, integrations, and customization. Additionally, they may work with development and product teams to escalate complex issues and contribute to the continuous improvement of the solution.

Role Duties and Responsibilities

• Contributes to the development of solution architectures in specific business, infrastructure or functional areas.
• Identifies and evaluates alternative architectures and the tradeoffs in cost, performance and scalability.
• Determines and documents architecturally significant decisions.
• Produces specifications of cloud-based or on-premises components, tiers and interfaces, for translation into detailed designs using selected services and products.
• Supports projects or change initiatives through the preparation of technical plans and application of design principles.
• Aligns solutions with enterprise and solution architecture standards (including security).

Requirements definition and management

• Uses standard techniques to elicit, specify, and document requirements for simple subject areas with clearly-defined boundaries.
• Assists in the definition and management of requirements.
• Assists in the creation of a requirements baseline.
• Assists in investigating and applying authorised changes.

Systems development management

• Plans and drives systems development projects which support the organisation's objectives and plans.
• Selects, adopts and adapts appropriate systems development methods, tools and techniques.
• Ensures that stakeholders are aware of required resources and that they are made available.
• Facilitates availability and optimum utilisation of resources.
• Monitors and reports on the progress of development projects.
• Ensures projects are carried out in accordance with agreed architectures, standards, methods and tools and addresses security and privacy requirements.
• Develops road maps to communicate future development activity.

Network design

• Specifies the technical configurations and components required for a small network or a network segment in a more complex infrastructure.
• Follows organisational architectures and standards.

Application support

• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

Release and deployment

• Uses approved tools and techniques for specific deployment activities.
• Administers the recording of activities, logging of results and documents technical activities undertaken.

Additional duties for this post:

The Solution Support Engineer will provide 24/7 Immediate On-Call Response to the Service Operations with technical AirC2 expertise and solutions at Level 2 support with ticket response and resolutions that will meet current operational needs and defined Key Performance Indicators (KPIs). The Solution Support Engineer will work as an on-site integrated member of the assigned service team, when not on 24/7 on-call duty for immediate ticket response and resolution. He will help with the design, development, test and on-site support of engineering changes to services, processes, organization, operating model and other aspects. This effort may be required in addition to his/her daily service operations and maintenance tasks

Essential Skills, Experience and Certifications

Education:

Higher vocational training in a relevant discipline with 3 years postrelated experience. Or a secondary educational qualification with 5 years post-related experience.

Experience:

• Experience with diagnosing and resolving technical issues related to software, hardware, and integrations.
• Proficiency in debugging, log analysis, and identifying root causes of problems.
• Experience with cloud platforms (e.g.: AWS, Azure, Google Cloud)
• Knowledge of APIs and basic integration techniques.
• Ability to manage or contribute to support projects, track issue resolutions, and communicate with different teams to ensure a smooth resolution process.
• Experience in a customer-facing role, such as technical support, customer service, or help desk.

Training:

• ITIL foundation or advanced level training and certification.

Desirable:

• Previous knowledge of NATO AirC2 services constitute an advantage.
• Desirable experience in various areas of Software Engineering including:
  • Software design, implementation and testing
  • Programming languages, techniques and methodologies associated with the duties described above
  • Very good knowledge of commonly used standards and best practices for software engineering, including design patterns
  • Exposure to Agile software development methodologies
  • Able to do onsite installation / configuration in military environment
• Previous experience in NATO, FAS support, software lifecycle support, knowledge of NATO policies and process.

Working Location

• The Hague, Netherlands

Working Policy

• On-site 100%

Travel

• Some travel to other NATO sites may be required

Security Clearance

Valid National or NATO Secret personal security clearance