#NC25ADS181554 - L2 Support for IEMS Service Desk and Helpdesk - Closed
Deadline: September 3, 2025
Requester: NATO
Location: Mons, Belgium
Start date: October, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- 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.b) 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;
- 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;
- Communicate effectively with users to understand their issues and provide clear instructions;
- Collaborate with IT teams to resolve issues and improve service delivery.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- 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-scaledistributed 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;
- 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;
- 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;
- 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;
- 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;
- The candidate must possess a NATO Secret Security Clearance or national equivalent.
This position is now closed.
We regularly add new positions. We suggest exploring other available opportunities and staying updated by following our LinkedIn page.
If you don’t find any suitable opportunities, you can send us your CV, as an open application. However, we will not submit you to any vacancies without your written consent.