Application Support Engineer - Level 2 and Change Management for NATO

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• Responding to, categorising, documenting and resolving incidents, service requests, changes and requests for information through the ticketing toolset.
• Installing, maintaining and monitoring the components of the supported services, including during operations, missions and exercises.
• Escalating to third line where it belongs, and helping to troubleshoot and debug what you escalate.
• Acting as the subject matter expert for the supported applications, for users and for communities of interest.
• Applying patches and software updates, and coordinating the outages they need.
• Taking part in the change advisory board for new releases, and in daily planning and reporting.
• Sharing on-call duty on flexible shifts, so support starts earlier or later as operations require.

• A background in computer science or information technology, and the analytical habit that unusual, complex faults demand.
• Second-line support experience in a service-managed environment, with a ticketing system and change process you have actually lived with.
• Comfort in an integrated team of staff and contractors, and the discipline classified environments require.
• Professional English, written and spoken.