Digital Support Specialist

McBride has an exciting opportunity to support Allied Command Transformation (ACT) which is NATO’s leading agent for change: driving, facilitating, and advocating the continuous improvement of Alliance capabilities to maintain and enhance the military relevance and effectiveness of the Alliance. The main objectives of ACT are: providing appropriate support to NATO missions and operations; leading NATO military transformation; improving relationships, interaction and practical cooperation with partners, nations and international organizations. ACT therefore leads Alliance concept development, capability development, training and lessons learned initiatives and provides unfettered military support to policy development within NATO.

You will be responsible for the following:

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
  
  
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
  
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
  
• Identify, document, and escalate bugs or recurring issues to the respective product team.
  
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
  
• Monitor application performance and availability using existing tools, escalating incidents as necessary.
  
• Identify potential improvements to applications and provide user feedback to product and development teams.
  
• Deliver short training sessions, user guides, and onboarding material to support end users.
  
• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.
  
• Perform additional tasks as required by the COTR related to application support.
  

Requirements

Required Qualifications:

• A minimum of 3 years (within the last 6) providing helpdesk or end-user support,
  
  including account creation, troubleshooting, and user onboarding.
  
  
• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).
  
  
• Familiarity with Agile/Dev Sec Ops practices and collaboration tools (e.g., Jira, Confluence, GitLab).
  
  
• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).
  
  
• Knowledge of data security principles and best practices relevant to end-user support.
  
  
• Experience with application monitoring and incident management (e.g., Nagios, P rometheus, Splunk, Grafana).
  
  
• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.
  
  
• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).
  
  
• Fluent in English (Written and Oral).
  
  
• Proficiency in the use of the Microsoft Office tool suite and collaborative software.
  
  

Education:

• Two years of vocational training in IT, computer-related sciences, or related disciplines.