L2 Support for IEMS Service Desk and Helpdesk

Mons, Belgium 16-10-2025 #14861

2025-0272, L2 Support for IEMS Service Desk and Helpdesk

Duties

Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:

End-User Support:

  • 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.

Incident Logging and Tracking:

  • 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 Level 3 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.

User Education:

  • 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.

Technical:

  • 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.
  • ORACLE DATABASE and ORACLE APPLICATION SERVER (OAS) management in production and test environment:
    • 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.

Communication and Collaboration:

  • Communicate effectively with users to understand their issues and provide clear instructions.
  • Collaborate with IT teams to resolve issues and improve service delivery.

Requirements

Technical Proficiency:

  • 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-scale distributed 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.
  • Intermediate understanding and knowledge of JAVA

 

Problem-Solving Skills:

  • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
  • Ability to guide users through problem-solving steps effectively.

Communication and Interpersonal Skills:

  • 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.

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.
  • The candidate must have the nationality of one of the NATO nations.

The candidate must possess a NATO Secret Security Clearance or national clearance

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