Solution Support Engineer

Solution Support Engineer ,C005440

Provide technical support for software solutions, with a particular focus on NATO AirC2 services, troubleshooting, maintenance and engineering changes.

Main duties

• Provide 24/7 immediate on-call Level 2 support, responding to and resolving tickets within operational needs and agreed KPIs.
• Diagnose software, hardware, performance and integration issues through debugging, log analysis and root-cause investigation.
• Work on-site within the service team, performing daily operations, application maintenance, configuration and performance monitoring.
• Help design, develop, test and implement engineering changes to services, processes and operating models.
• Contribute to solution architecture, assess cost/performance/scalability trade-offs, and document technical decisions and specifications.
• Gather and document requirements, support requirements baselines and manage authorised changes.
• Plan and monitor development work, coordinate resources and stakeholders, and maintain development road maps.
• Support network configuration, releases and deployments, ensuring compliance with architecture, security, privacy and technical standards.

Essential requirements

• Relevant higher vocational qualification plus 3 years of relevant experience, or secondary education plus 5 years of relevant experience.
• Experience troubleshooting software, hardware and integrations.
• Proficiency in debugging, log analysis and root-cause analysis.
• Experience with cloud platforms such as AWS, Azure or Google Cloud.
• Knowledge of APIs and basic integration techniques.
• Ability to coordinate support work, track issue resolution and communicate across teams.
• Customer-facing technical support, service desk or help desk experience.
• ITIL Foundation or advanced-level training and certification.
• NATO Secret security clearance.

Desirable experience

• NATO AirC2 services, NATO/FAS support and NATO policies and processes.
• Software design, programming, implementation, testing and lifecycle support.
• Software engineering standards, design patterns and Agile methods.
• On-site installation and configuration in military environments.

Assignment conditions