JISR Services Support Centre (JSSC) Technician

Duties & Responsibilities

The JSSC Technician will operate as part of an integrated NCIA and contractor team, delivering Level 2 technical and service management support within a classified NATO environment.

1. Service Desk & Incident Management

• Provide Level 2 support for incidents, service requests, changes, tasks, and internal requests via NCIA ITSM and Azure DevOps NATO Software Factory tools.
• Receive, categorize, document, troubleshoot, and resolve assigned tickets in line with established NATO processes and procedures.
• Ensure timely resolution of operational issues affecting JSSC services and applications.

2. Systems Operations & Application Support

• Install, maintain, monitor, and support JSSC applications and services (e.g., NAMIS, CoreGIS, REACT, Intel-FS, ANB, Release Server, HMART, NABIS, CSD IPL/IWS, ICMT, AOSS).
• Support mission-critical systems used in NATO operations, exercises, and deployments.
• Apply software patches, updates, and configuration changes in accordance with approved maintenance windows and security requirements.
• Coordinate and support service interruptions (ASI) and planned outages.

3. Technical Troubleshooting & Escalation

• Perform advanced troubleshooting and debugging of system and application issues.
• Escalate complex incidents to Level 3 support teams and follow up on resolution.
• Translate ITSM tickets into Azure DevOps work items when required and support their lifecycle through testing and validation.

4. Change & Release Support

• Participate in User Acceptance Testing (UAT) for new releases, including test execution and coordination.
• Support Change Requests through technical validation, testing, and deployment activities.
• Participate in CAB (Change Advisory Board) meetings (NRF/ARF/Enterprise) as required.

5. Infrastructure & Platform Support

• Support NATO Software Factory infrastructure, including user and rights management.
• Assist with virtualization, server hosting platforms, storage configuration, and system redundancy design.
• Support integration between JSSC applications and interoperable federated systems (FAS) across NATO business domains.

6. Monitoring, Automation & Optimization

• Support and maintain monitoring/logging platforms and observability tools.
• Contribute to automation efforts using scripting and platform tools (e.g., PowerShell, Bash, Python, Ansible).
• Assist in performance tuning, system optimization, and data consistency activities.

7. User & Stakeholder Support

• Provide Subject Matter Expertise (SME) for JSSC applications to end users and Communities of Interest (COIs).
• Respond to Requests for Information (RFI) and provide technical guidance.
• Collaborate with development, operations, and service delivery teams.

8. Operational Collaboration

• Participate in daily stand-ups, planning meetings, workshops, and operational briefings.
• Work within flexible shift schedules (8 hours/day, 5 days/week) and on-call rotations.
• Provide onsite support as required, including occasional travel to NATO locations.

Requirements & Qualifications

1. Technical Qualifications (Essential)

• Minimum 5 years of experience in Level 2 system engineering/support in multinational or military environments.
• Strong experience in:
  • Windows Server & Windows Client administration
  • Active Directory administration
  • IIS web hosting
  • Linux system administration
  • Virtualization technologies (preferably VMware, System Center integration)
  • Containerization (Docker, Podman)
• Experience with enterprise automation and platform tools, including:
  • Ansible
  • REST APIs / JSON
  • Microservices architectures
  • Messaging systems (e.g., Kafka or similar)
• Experience with monitoring and logging platforms:
  • Prometheus, Grafana
  • Logstash / Elasticsearch stack
• Strong Microsoft SQL Server administration:
  • Installation, configuration, backup, maintenance
• Advanced SQL scripting and data management (data cleanup, consistency validation).
• Strong understanding of:
  • Networking fundamentals (TCP/IP, OSI model)
  • DNS, DHCP, load balancing
  • Firewalls and security principles
  • PKI / certificates
  • Authentication systems (e.g., ADFS)
• Experience with Azure DevOps and/or AWS environments.
• Hardware and server infrastructure knowledge:
  • RAID configurations
  • Storage controllers
  • Redundancy and high-availability design
• Strong scripting skills:
  • PowerShell, Bash, and/or Python
• Experience with XML processing:
  • XSD validation and transformation automation
• Extensive remote server administration experience.

2. Technical Qualifications (Desirable)

• Experience with NATO FAS systems and NATO IT service lifecycle processes.
• Understanding of NATO policies, standards, and operational procedures.
• Software engineering knowledge:
  • Design, implementation, testing
  • Design patterns and best practices
• Exposure to technologies such as:
  • WSO2, Apache Camel
  • Redis, Neo4J
  • Angular, XSLT
• Programming experience in:
  • Java, C#, JavaScript/TypeScript
• Experience with:
  • Agile methodologies
  • Service-Oriented Architectures (SOA)
  • Multi-tier distributed systems
  • Web services and OData
  • Application server technologies
  • Relational database systems
  • Web design and administration tools

3. Professional Qualifications

• Excellent English communication skills (written and spoken), demonstrated within the last 5 years.
• Strong ability to work independently and as part of a multinational team.
• Excellent analytical and problem-solving skills.
• Strong sense of responsibility and ability to operate under minimal supervision.
• Good understanding of IT service management principles.
• Proficiency in Microsoft Office and reporting tools.
• Knowledge of NATO structure, responsibilities, and operational environment is an advantage.
• Team-oriented, proactive, and adaptable mindset.