JISR Services Support Centre (JSSC) Technician

Essential Qualifications/Experience:

·       Experienced system engineering knowledge with proven Level2 support experience in multinational and/or military organisations, with at least 5 years of experience in Windows Server and Client Administration, Active Directory Administration, IIS web hosting, Linux administration, virtualization, and containerization technologies

·       Experience with automation and modern platform technologies, including Ansible, REST APIs/JSON, PostgreSQL/SQL, microservices architectures, Podman/Docker, Apache Kafka (or similar messaging platforms), and monitoring/logging solutions such as Prometheus, Grafana, Logstash, and Elastic Search

·       Microsoft SQL Server Administration knowledge (installation, configuration, maintenance, backup policies)

·       SQL scripting knowledge, data consistency and data clean-up based on consultation with the user community and development team

·       Knowledge of networking, infrastructure, and security services, including DNS, DHCP, WSUS, GPOs, networking fundamentals, load balancing, PKI/certificates, and authentication concepts such as ADFS.

·       Azure Devops and/or AWS experience

·       Hardware and software configuration of Server hosting platforms, custom disk configurations with specific storage controllers, RAID configuration, redundancy and safety approach in all levels of designing in implementing of the solutions

·       Very good virtualization skills, preferably on VMware with System Centre integration

·       Good knowledge of automation and scripting technologies, including PowerShell, Bash, and/or Python scripting

·       Experience with XML file manipulation, XSD validation and maintenance, and automation through PowerShell and scripting technologies

·       Extensive remote server administration experience

Desirable Qualifications/Experience:

·       Previous knowledge of NATO FASs constitute and advantage, NATO software lifecycle support, knowledge of NATO policies and process

·       Experience in various areas of Software Engineering including:

ü  Software design, implementation and testing

ü  Programming languages, techniques and methodologies associated with the duties described above

ü  Very good knowledge of commonly used standards and best practices for software engineering, including design patterns

·       Knowledge/Exposure to technologies like WSO2, Kafka, Apache Camel, Redis, Neo4J, Angular, XSLT

ü  Java development

ü  Agile software development methodologies

·       Application server technologies

·       Multi-tiered, distributed systems

·       Service-Oriented Architectures

·       Relational data base management systems

·       Web authoring, design and administration tools

·       Knowledge and experience in: C#, HTML5 and modern JavaScript/TypeScript frameworks, Web Services, OData

·       Must have excellent spoken and written English communication and presentation skills, as demonstrated by recent experience (within the past 5 years)

·       Must have proficiency in the office Suite, Reporting tools

·       Must have excellent understanding and experience of network communication protocols TCP/IP, OSI layers, Firewalls and Security principles

·       Must demonstrate an ability and keen sense for problem-solving

·       Knowledge of NATO responsibilities and organization

DUTIES/ROLE:

·       The scope of the assignment will be limited to providing Level2 and Service Management Support according to the submitted Incidents, Service Requests, Change Requests, Task, Requests for Information or Internal activities, traceable through the NCIA ITSM and/or Azure DevOPS NATO Software Factory ticketing system

·       The Technician will be required to respond, document, categorize and solve all the assigned tickets according to the internal processes and procedures. The work will be executed mainly onsite, but some activities might require offsite presence at other NATO locations. Generally, remote work cannot be performed offsite since the nature and classification of the work requires the incumbent to be present in the office with access to classified networks. Nevertheless, incidental requests will be reviewed on a case by case basis

·       The Technician will participate in the daily reporting and planning activities (daily meetings) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s)

·       The Technician will have to resolve tickets covering a wide range of Level2 activities

·       Install, maintain, monitor and support the JSSC services (NAMIS, CoreGIS, REACT, Intel-FS, ANB, Release Server, HMART,NABIS, CSD IPL/IWS, ICMT, AOSS) mainly in support of Operations, Missions and NATO exercises

·       Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes

·       Escalate issues to Level3 support team as appropriate, support in the troubleshooting and debugging of found issues (document and escalate trouble tickets from ITSM into Azure DevOps work items, as well as support in their resolution and testing)

·       Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information)

·       Get involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests)

·       Apply patches and install ISR software updates, coordinate outages (according to agreed Approved Service Interruptions, Security Audit Findings, regular software updates)

·       Participate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change Requests)

·       Provide support in maintaining the NATO Software Factory infrastructure, user and rights management, software updates and internal activities

·       Interface between JSSC applications and inter-operable FASes from other Business Areas

·       Participates in on-call support. He/she also adheres to flexible 8 hrs/5 days a week shifts, which may be scheduled on-demand based on operational needs. This scheduling flexibility ensures that the duty activities can start earlier or later in a day, providing consistent and adaptable support in alignment with the organization's requirements