Technical Help Desk Support (2)

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

The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO’s technological edge through excellence in Cyberspace learning.

The NCI Academy has the Academy Learning Environment, which is the toolset associated with all back-end learning and development activities, the transfer of knowledge from trainers to students and the support of the student learning process. To secure the Academy Learning Environment, there is a team responsible for all activities related to the operation and maintenance of this infrastructure. In addition to setting up courses, maintaining them and deploying them as they iterate, the team is also responsible for running projects to ensure that the Academy Learning Environment is state of the art.

Role Duties and Responsibilities

• Activating user accounts.
• Addressing issues related to locked accounts, password resets, and reactivations.
• Resolving system email failures and activating them as required.
• Addressing issues related to older LMS accounts.
• Offering guidance on account creation.
• Resolving account duplication issues.
• Analysing credentials, making necessary changes, and securing POC approvals.
• Addressing delivery failures by checking and modifying accounts.
• Providing support to cyber security incident investigations
• Resolving access issues, including assisting users in course search.
• Addressing content-related issues and forwarding correction requests.
• Assisting user with issues in tracking learning progress in the LMS platform.
• Resolving issues with generation of course certificates.
• Supporting instructors and other users with technical issues.
• Supporting the implantation and management of a ticket system.
• Provide support in migrating data from other systems.
• Provide rapid response to all user issues.
• All support inquiries must receive a written response within 30 minutes, either resolving the issue or providing a status update with a resolution prognosis

Essential Skills and Experience

• Experience in a help desk or technical support role, preferably with exposure to Learning Management Systems.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.

Desirable Skills and Experience

• Proficiency in using diagnostic tools to troubleshoot technical issues
• A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working with the NCI Academy.
• Knowledge and experience with agile implementation methodology.

Working Location

• Oeiras, Portugal

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance