#NC25NES180771 - Network Engineering Security Support Services - Closed
Deadline: July 10, 2025
Requester: NATO
Location: Mons, Belgium
Start date: August, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Operations:
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Follow NISC change management process for implementing the required changes;
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Document the changes that impact the CIS security posture into the CIS Security accreditation document set;
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Ensure only authorized configuration baselines are deployed on all managed systems, with specific, authorized, deviations applied in a systemic manner, using configuration rules per categories of software applications;
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Monitor continuously the security and operational dashboards, logs and alerts, identify misconfigurations; engage with the appropriate stakeholders and contribute to the remediation of the findings by implementing configurations and updates, in coordination with NaaS Subject Matter Experts (SME);
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Ensure security-by-design and minimality principles are applied in all configuration changes.
Inventory:
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Maintain the CMDB updated with the Configuration Items used by the services/systems listed in Annex B;
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Perform all operation, support and maintenance activities on the platforms described in Annex B.
Incident Logging, Tracking, Dispatching:
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Log and track incidents, work orders and change requests using the incident ticketing system (ITSM);
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Investigate and resolve network security related issues, directly assigned by endusers/requesters, within the staff competences and administrator permissions;
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Maintain communication with end-users when needed;
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Ensure all tickets are updated with accurate and detailed information and resolved (or assigned to appropriate stakeholders) within the agreed service levels;
Escalation:
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Escalate complex issues to NaaS SME support or appropriate teams when necessary;
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Follow up on escalated issues to ensure timely resolution and user satisfaction.
Knowledge Base Management:
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Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions;
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Share knowledge and best practices with team members to improve overall service quality.
Performance Monitoring:
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Monitor support metrics and KPIs to ensure high-quality service delivery;
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Participate in regular reviews to identify areas for improvement and implement corrective actions.
Automation and Efficiency:
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Develop and implement automation scripts to streamline routine support tasks such as software installations, updates, system checks and notifications;
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Utilize automation to create workflows for repetitive tasks, improve service efficiency and proactively implement solutions;
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Leverage Infrastructure as Code (IaC).
Communication and Collaboration:
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Communicate effectively with internal user community to understand their issues and provide clear instructions;
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Collaborate with IT teams to resolve issues and improve service delivery.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
Technical Proficiency:
The support for this service requires the following technical proficiencies with minimum 3 years experiences in the following domains:
- Knowledge and experience with design, implementation, and operation of the core network architecture for large organizations;
- Knowledge and experience with configuration, troubleshooting and optimization of routers, switches, firewalls, and other hardware/software networking elements;
- CCNP Routing and Switching;
- Services and Technology Professional Certification (e.g. ITIL, CCIE, SRA, JNCIE, or Devnet Professional or equivalent experience);
- Knowledge and experience with Networks specification, design and testing, with an emphasis on IP networks, including IPv6, QoS, MPLS, MP-BGP;
- Knowledge and experience of Network Functions Virtualization (NFV)/Software Defined (SDx) (e.g. SDN, SD-WAN, SDDC or SASE);
- Experience with managing Windows, Linux operating systems;
- Knowledge and experience with implementing security configurations in enterprise network.
Tasks:
The support for this service requires performing the following tasks:
- Installation, Configuration, Management, Security;
- Monitoring, Upgrade, Patching.
Problem-Solving Skills:
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues;
- Ability to guide users through problem-solving steps effectively.
Automation Skills:
- Shell scripting to automate routine support tasks;
- Create automated workflows and automate repetitive processes;
- Ability to identify and implement automation opportunities to enhance efficiency.
Communication and Interpersonal Skills:
- Excellent verbal and written communication skills;
- Full proficiency in English;
- 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;
- Full proficiency in the English language;
- The candidate must have the nationality of one of the NATO nations.
This position is now closed.
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