Desktop Engineer - SCCM

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

• Package, deploy, monitor and troubleshoot applications and Microsoft updates in a timely manner
• Manage user and device collections with automation in mind
• Deploy, monitor and troubleshoot hardware-specific updates (BIOS, drivers)
• Improve the maturity of the IT Operations
  • Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the MCM (former SCCM) system;
  • Develop, disseminate and improve instructions for Level 1 and Level 2 technicians.
  • Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians.
  • Assist with resolving and delivery backlog activities/ projects on Kanban system
  • Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints.
• 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.
• The personnel 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:

• MCM (former SCCM) – 5 years of experience
  • Deploying software packages, managing OS upgrades, and applying monthly security patches across user devices. Automating packaging processes and troubleshooting failed deployments.
• Active Directory qand Group Policy Management (GPOs) – 2 years of experience
  • Assisting in the creation, modification, and maintenance of Organizational units, user and groups, Group Policies to enforce settings across user devices.
• Application COTS Troubleshooting – 3 years of experience
  • Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with exiting system, ensuring seamless operations
• Windows 10/11 troubleshooting – 3 years of experience
  • Problem solving, strong knowledge of windows 10 OS, Diagnose and resolve technical issues, support software and hardware related problems.
• Powershell – 2 years of experience
  • Created, document, implement and troubleshoot scripts written in PowerShell
• ITIL Concepts – 2 years of experience
  • Desirable certification in ITIL Foundation

Working Location

• Braine l’Alleud, 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