Digital Support Specialist

Position: Digital Support Specialist (B2B / Freelancer Contract)

Engagement: NATO Project

Role Overview

We are recruiting on behalf of our client for an experienced Digital Support Specialist to join a NATO digital support engagement, providing end-user assistance, onboarding, and technical troubleshooting for mission-critical systems and applications.

The selected professional will play a key role in ensuring the reliability, accessibility, and usability of digital tools across NATO operations. This includes helpdesk support, incident monitoring, user documentation, and collaboration with product and development teams to enhance the user experience.

The ideal candidate has a strong background in IT support, clear communication skills, and a proactive mindset to contribute to NATOs evolving digital ecosystem.

Key Responsibilities

• Provide first-line technical support through email, phone, and ticketing systems, ensuring timely resolution or escalation of issues.

• Support user onboarding processes, including account creation, permissions management, and application setup.

• Document and maintain knowledge base entries, troubleshooting guides, and user FAQs using Information & Knowledge Management (IKM) tools.

• Identify and report recurring issues, bugs, and usability feedback to product and development teams.

• Assist in maintaining and updating user-facing documentation for NATO applications, ensuring clarity, consistency, and accuracy.

• Monitor application performance and system availability using monitoring tools such as Nagios, Prometheus, Splunk, or Grafana.

• Contribute to incident management processes by escalating and tracking critical issues until resolution.

• Deliver short training sessions, user guides, and onboarding materials to support and educate end users.

• Collaborate with cross-functional teams (support, development, and product) to improve service quality and responsiveness.

• Apply and promote cybersecurity best practices, ensuring data protection and secure access management.

• Participate in Agile/DevSecOps workflows, providing feedback and maintaining visibility on service improvement initiatives.

• Perform additional application support tasks as directed by the Contracting Officers Technical Representative (COTR).

Required Skills & Experience

• Two years of vocational training in IT, computer science, or a related technical discipline.

• Minimum 3 years of experience (within the last 6) in helpdesk or end-user support, including account setup, troubleshooting, and user onboarding.

• Experience with helpdesk ticketing systems (e.g., Jira, GitLab, ServiceNow, Remedy).

• Familiarity with Agile/DevSecOps methodologies and collaboration tools (e.g., Jira, Confluence, GitLab).

• Proven ability to create and maintain user documentation, troubleshooting guides, and FAQs.

• Knowledge of data security principles and best practices relevant to IT support.

• Experience with application monitoring and incident management tools (Nagios, Prometheus, Splunk, Grafana).

• Excellent communication and interpersonal skills, with experience conducting user training or onboarding.

• Strong collaboration skills and experience working within cross-functional teams (support, product, development).

• Proficiency in Microsoft Office tools and other collaborative platforms.

• Language Requirement: High proficiency in English (C1 or higher) both written and spoken.

Preferred Qualifications

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.

• Experience working in defense, NATO, or government IT support environments.

• Familiarity with knowledge management frameworks and service improvement processes.

• Understanding of ticket prioritization, SLA management, and incident escalation procedures.

Contract Type

• Engagement Model: B2B / Freelancer

• Engagement Context: NATO project providing operational and end-user support for digital systems.

• Language Requirement: English fluency at C1 level or higher is mandatory.