Desktop Application Support Specialist

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

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate. Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
• Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.

The services integrate with other services such as print/scan/copy, voice, video-teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack. Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

Role Duties and Responsibilities

• Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the end user computing area.
• Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements.
• Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity.
• Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.
• They shall manage and be responsible for all Contractor personnel.
• The personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• They shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• They shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• They shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• They will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• They shall handle the Purchaser’s furnished equipment (PFE) with due care.
• They shall operate the equipment following the manufacturer’s requirements.
• They shall minimize the impact to the end users during the execution of the work.
• They shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
• The personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and Service IT Operations Lead.
• The personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
• The personnel shall liaise with other Purchasers’ support teams as necessary.
• The personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

Essential Skills and Experience

As much of the skills and experience as possible from the bellow list:

• Windows client Operating system administration and deployment (5+ Years of experience)
  • Problem solving, strong knowledge of windows 10/11 OS, Diagnose and resolve technical issues, support software and hardware related problems.
• Active Directory (AD and Group policy) (5+ Years of Experience)
  • Managing users and computers, handling remote access groups, creating and maintaining AD objects, performing routine administrative tasks.
  • Assisting in the creation, modification, and maintenance of Group Policies to enforce settings across user devices.
• Microsoft Configuration Manager (former SCCM) (3+ Years of experience)
  • Deploying software packages, managing OS deployments/upgrades, and applying monthly patch updates across end-user devices.
• Trellix Endpoint (2+ Years of experience)
  • Assisting with device encryption, applying policy settings, configuring firewall rules, and controlling external device (USB) access.
• Network / DHCP (5+ Years of experience)
  • Managing IP address provisioning and reservations, troubleshooting basic network issues on end-user devices.
• Application COTS Troubleshooting (5+ Years of experience)
  • Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with exiting system, ensuring seamless operations

Working Location

• Braine l’Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance