Job Specifications
Previously proposed candidates were non-compliant for the following reasons:
The candidate does not have experience in troubleshooting, resolving software issues, providing guidance and training on IEMS System, Kelios software and is not proficient in French.
The candidate does not have experience in troubleshooting, resolving software issues, providing guidance and training on IEMS System, Oracle software, Kelios software and is not proficient in French.
Deadline Date: Wednesday 15 October 2025
Requirement: L2 Support for IEMS Service Desk and Helpdesk
Location: Mons, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2025 BASE: As soon as possible but not later than 24th November 2025 - 31st December 2025, with the possibility to exercise following options:
2026 option 1: 01st January 2026 - 31st December 2026
2027 option 2: 01st January 2027 - 31st December 2027
2028 option 3: 01st January 2028 - 31st December 2028
Required Security Clearance: NATO SECRET
1 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.
2 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.
3 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 to SHAPE.
The services related to the activities above will be delivered in Sprints, and each sprint will have the duration of 5 working days. The contractor will provide support during weekdays, following standard business hours.
4 SPRINTS PLANNING, EXECUTION, REVIEW AND PAYMENT:
Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:
Sprint Planning:
Objective: Plan the objectives for the upcoming sprint.
Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of up
About the Company
EMW was founded in 1995 by engineers and managers who formerly held senior positions in well known telecommunications and information technology companies to pursue their vision for this new company.
Our core business is providing information and communication technology services in the areas of planning, engineering and implementation; project and program management; systems integration; operations and maintenance; and training. Our competencies range over all aspects of inside and outside plant; feeder, access and inter-o...
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