IT Technician

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Background

Due to increasing NATO exercise activity, NCI Agency CIS Support Unit (CSU) Brunssum, located in Brunssum (NLD) is seeking technical service support in the timely and quality transportation, installation, processing, troubleshooting (incident resolution) and teardown of NATO Deployable CIS equipment to allow the secure connection, access and processing of information by end users, in Brunssum area and a wider geographical area within NATO boundaries when required.

Role Duties and Responsibilities

• A set of CIS equipment may consist of Laptops/ workstation, monitor, keyboard, mouse and phone.
• CIS equipment requires imaging, transportation, unpacking, installing on the end user desks and successfully connecting to the network.
• Level 1 CIS support will be required during the exercise event itself.
• After the event all deployed CIS equipment needs to be collected, returned to original state, packed and shipped to the warehouse
• Complete required asset handling and registration documents in accordance with NATO directives

Deliverables:

D01 – Imaging

Provide imaging completion report to CSU POC

• M01 - Receiving Goods
• M01.1 - Assist Csu Storekeeper With Transportation From Central Warehouse To CSU Facility
• M02 - Imaging
• M02.1 - Unpack Laptops/ Desktops
• M02.2 - Review The Provided Rom To Determine Build Requirement
• M02.3 - Image Laptop/ Workstation In Line With Security Criteria In Build Room With Baseline Build
• M02.4 - Liaise With Am/ Tm Support Team In Terms Of Driver Update / Software Requirement To Be Added To Image
• M02.5 - Once Built, Re-Pack In Provided Containers For Transportation
• M02.6 - Complete Any Asset Handling And Registration Documents In Accordance With NATO Directives

D02 – Transportation

Provide copy of Courier certificate to CSU POC

M03

• M03.1 - Create approved travel order for travel day
• M03.2 - Coordinate vehicle from CSU POC and/ or motor pool for travel
• M03.3 - If transporting ns device across country borders, contact csu security officer to ensure you have courier certificate

D03 - Set up at location

Provide copy of signoff from Customer POC to CSU POC, in accordance with Customer provided plan and floor plan, by CIS ready date.

M04

• M04.1 - Set up cis assets in accordance with customer provided plan and floor plan, by cis ready date.
• M04.2 - Connect laptops/ desktop to network (including patching of connections as required)
• M04.3 - Verify functionality of newly installed cis equipment via login
• M04.4 - Confirm with customer POC when setup is complete
• M04.5 - Ask for signoff from customer POC on setup (where applicable)

D04 - Support

Provide daily summary of Incidents/ Requests that required support to CSU POC, and current status. Will be amalgamated in Team report.

M05

• M05.1 - Monitor ITSM ticketing tool queue for incidents and/ or requests raised for event/ exercise during support period
• M05.2 - Troubleshoot formally reported issues and provide 1st line incident support
• M05.3 - If not resolvable at 1st line, move incident to next level support and inform customer

D05 - Teardown (end of event)

Provide copy of Teardown 'checklist' (M06.1-M06.7) to CSU POC

M06

• M06.1 - Disconnect cis assets at location and re-pack in provided containers
• M06.2 - Return any other assets to the original location ( if moved in line with floor plans)
• M06.3 - Remove any rubbish from location
• M06.4 - Transport back to CSU facility
• M06.5 - Return CIS assets to original state
• M06.6 - Advise CSU storekeeper when ready to be returned to central warehouse
• M06.7 - Complete any asset handling and de-registration documents in accordance with NATO directives

M07 - End of event activity

• M07.1 - Provide copy of M06 checklist to CSU POC

Essential Skills and Experience

• Minimum 3 years’ experience working in an ICT CIS environment.
• Minimum 3 years’ experience supporting IT users, desktop hardware and software
• Minimum 3 years’ experience working in an IT administration role.
• Computing Technology Industry Associating (CompTIA A+) or Microsoft Certified IT Professional certification is advantageous.
• Experience of providing hands on technical assistance across a diverse range of CIS equipment including but not limited to Workstations, Laptops, scanners, printers and VTC equipment.
• Background and experience in NATO static and deployable CIS equipment and networks
• Proven Experience in troubleshooting user access, permissions and profiles
• Proven Experience working with Microsoft System Centre Configuration Manager or any other tool for automated desktop deployment.
• Proven Experience working with Active Directory Objects, user accounts and
• Working knowledge of the capabilities and deployment of workstations and laptops
• Working knowledge of current operating systems and office automation software.
• Working knowledge of policy, procedures, and organization of NATO CIS. Working knowledge of ITIL processes and procedures (incident, change, configuration and asset management)
• Working knowledge of ITSM ticketing tools (BMC Remedy)

Desirable Skills and Experience

• Working knowledge of SharePoint would be advantageous

Working Location

• Brunssum, Netherlands

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance