Collaboration Support EngineerLocation: Mons, BelgiumWork model: Full-time, on-siteClearance: NATO CTS clearance required or eligibility to obtain itAbout the RoleWe are looking for a Collaboration Support Engineer to support a secure, enterprise-scale collaboration infrastructure environment based in Mons, Belgium.This is a hands-on, customer-facing role focused on day-to-day monitoring, incident resolution, request fulfilment, documentation, and operational support across voice, telephony, and unified communications technologies. The position is well suited to someone with strong Cisco Collaboration experience, solid troubleshooting skills, and the ability to work reliably in a structured, secure environment.Key ResponsibilitiesProvide day-to-day monitoring and support for a collaboration infrastructure environment.Manage trouble tickets, including triage, investigation, resolution, and escalation of incidents across High, Medium, and Low priority categories.Resolve Level 2 incidents independently where possible, escalating complex issues to Level 3 support when required.Support request fulfilment activities, including provisioning and configuration of collaboration endpoints such as IP phones and soft phones.Maintain accurate documentation, ticket updates, and operational records.Support implementation, configuration, troubleshooting, and optimisation of collaboration tools and services.Work closely with customers, internal teams, and external partners to support service delivery.Contribute to knowledge sharing, process improvements, and reusable technical documentation.Participate in an on-call roster when required.Required Technical SkillsSolid working knowledge of Cisco Collaboration infrastructure, including voice, telephony, and unified communications.Experience with platforms suchas:Cisco Unified Communications ManagerCisco Unity voicemailContact Centre technologies such asUCCXRelated collaboration and communication toolsAbility to diagnose and resolve common Level 2 collaboration incidents independently.Comfortable working with ticketing systems and SLA-driven support processes.Basic understanding of desktop integration with collaboration tools, including soft clients.Awareness of legacy telephony environments would be advantageous.Ability to use technical tools and software to configure, deploy, and troubleshoot collaboration solutions.CertificationsCandidates should have one of the following:Cisco CCNA certification combined with hands-on Cisco Collaboration experience; orCisco Certified Specialist – Collaboration Core certification; orEquivalent practical experience in Cisco Collaboration environments.A full CCNP Collaboration certification is not required, but candidates working towards it will be positively considered.SoftSkillsStrong communication and customer-facing skills.Methodical, structured, and process-oriented approach towork.Ability to work accurately within defined SLA frameworks.Strong documentation habits and attention to detail.Team player, comfortable working in a small, focused supportteam.Reliable, professional, and able to operate in a secure environment.Security and Eligibility RequirementsThis is a mandatory requirement.Candidates must hold, or be eligible to obtain, a NATO CTS / Cosmic Top Secret security clearance.Due to the nature of the working environment, candidates must be comfortable working within a classified or secure facility.Work EnvironmentFull-time, on-site position in Mons,Belgium.Remote work is not available for this role.Small team environment.Stable operational setting with steady-state support activity.Some flexibility required for on-call coverage.Attention to detail, reliability, and professionalism are essential.