L2 Support for IEMS Svc Desk and Helpdesk (NS) BELGIUM 15 Oct RELAUNCH

Deadline Date: Wednesday 15 October 2025

Requirement: L2 Support for IEMS Service Desk and Helpdesk

Location: Mons, BELGIUM

Full Time On-Site: Yes

Time On-Site: 100%

Not to Exceed: 2025 Base Sprint: 3,420 EUR NTE/week (5 weeks, total NTE 17,100 EUR)
2026, 2027 and 2028 OPTIONS

Period of Performance: 2025 BASE: 24 November 2025

Required Security Clearance: NATO SECRET

Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:

1. Current National or NATO SECRET clearance
2. Nationality of one of the NATO member countries
3. Current work visa for the specific location if applying for an in-country position

Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted. Introduction: The NCI Agency (hereafter referred to as the "Purchaser") is seeking an L2 Support for IEMS Support Engineer (Service Desk and Helpdesk) to provide ongoing support for the NBAC Business Area for the Integrated Engineering Management System (IEMS) Application Service. This role will focus on ensuring continued L2 support for existing applications while also offering expert guidance and consultation on other Business Applications when required.
Objectives: This statement of work covers the functions of L1 Support for IEMS Service Desk and Helpdesk for the Service Support and Business Applications Team, as detailed in the "Scope of Work" section below.
The selected resource to provide services under this SOW will report periodically to the local NCIA Service Delivery Manager on the progress of the work.

Scope of Work:
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.

We envision the above activities to be delivered by one Support Engineer (L2 Support) that will be part of a team providing Technical Level 1 and Level 2 support and overall IEMS support operations, ensuring users receive timely and effective assistance with IEMS Applications services.
The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.