IT Support 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.

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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.

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Role ID – 2025-0343

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.

CSU Brunssum) enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.

The Service Management Branch (SMB) directs, co-ordinates and supervises all activities of CSU’s assigned resources in support of Exercises, Operations, Plans, Requirements, Project and Service Management, supporting the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AOR. The Branch supports and is responsible for liaison with all NCI Agency customers in the CSU’s AOR and supports the Commander CSU in the role as NCI Agency representative and provides a single entry point for customers as well as supporting Business Areas in the implementation and improvement of service management processes.

This service sits within Project Management, Plans & Requirements Section (PMPR) that covers as one of its functions Operations & Exercise Planning, implementation and support.

In cooperation with Operations & Exercise Service Line where applicable, the PMPR coordinates full lifecycle local exercise support and participates in exercise planning events to capture and monitor customer requirements in support of both Military Training and Exercise Programme (MTEP) and local customer-driven training events.

Contractor’s personnel will provide the services as part of an existing team of people supporting the above-mentioned events and will not be working independently. It is to augment current capability within the team, due to increased number of activities.

Role Duties and Responsibilities

• Provide imaging completion report to CSU POC
• ASSIST CSU STOREKEEPER WITH TRANPORTATION FROM CENTRAL WAREHOUSE TO CSU FACILITY
• UNPACK LAPTOPS/ DESKTOPS
• REVIEW THE PROVIDED ROM TO DETERMINE BUILD REQUIREMENT
• IMAGE LAPTOP/ WORKSTATION IN LINE WITH SECURITY CRITERIA IN BUILD ROOM WITH BASELINE BUILD
• LIAISE WITH AM/ TM SUPPORT TEAM IN TERMS OF DRIVER UPDATE / SOFTWARE REQUIREMENT TO BE ADDED TO IMAGE
• ONCE BUILT, RE-PACK IN PROVIDED CONTAINERS FOR TRANSPORTATION
• COMPLETE ANY ASSET HANDLING AND REGISTRATION DOCUMENTS IN ACCORDANCE WITH NATO DIRECTIVES
• Provide copy of Courier certificate to CSU POC
• CREATE APPROVED TRAVEL ORDER FOR TRAVEL DAY
• COORDINATE VEHICLE FROM CSU POC AND/ OR MOTOR POOL FOR TRAVEL
• IF TRANSPORTING NS DEVICE ACROSS COUNTRY BORDERS, CONTACT CSU SECURITY OFFICER TO ENSURE YOU HAVE COURIER CERTIFICATE
• Provide copy of signoff from Customer POC to CSU POC, in accordance with Customer provided plan and floor plan, by CIS ready date.
• SET UP CIS ASSETS IN ACCORDANCE WITH CUSTOMER PROVIDED PLAN AND FLOOR PLAN, BY CIS READY DATE.
• CONNECT LAPTOPS/ DESKTOP TO NETWORK (INCLUDING PATCHING OF CONNECTIONS AS REQUIRED)
• VERIFY FUNCTIONALITY OF NEWLY INSTALLED CIS
• EQUIPMENT VIA LOGIN
• CONFIRM WITH CUSTOMER POC WHEN SETUP IS COMPLETE
• ASK FOR SIGNOFF FROM CUSTOMER POC ON SETUP (WHERE APPLICABLE)
• Provide daily summary of Incidents/ Requests that required support to CSU POC, and current status. Will be amalgamated in Team report.
• MONITOR ITSM TICKETING TOOL QUEUE FOR INCIDENTS AND/ OR REQUESTS RAISED FOR EVENT/ EXERCISE DURING SUPPORT PERIOD
• TROUBLESHOOT FORMALLY REPORTED ISSUES AND PROVIDE 1ST LINE INCIDENT SUPPORT
• IF NOT RESOLVEABLE AT 1ST LINE, MOVE INCIDENT TO NEXT LEVEL SUPPORT AND INFORM CUSTOMER
• Provide copy of Teardown 'checklist' to CSU POC
• DISCONNECT CIS ASSETS AT LOCATION AND RE-PACK IN PROVIDED CONTAINERS
• RETURN ANY OTHER ASSETS TO THE ORIGINAL LOCATION ( IF MOVED IN LINE WITH FLOOR PLANS)
• REMOVE ANY RUBBISH FROM LOCATION
• TRANSPORT BACK TO CSU FACILITY
• RETURN CIS ASSETS TO ORGINAL STATE
• ADVISE CSU STOREKEEPER WHEN READY TO BE RETURNED TO CENTRAL WAREHOUSE
• COMPLETE ANY ASSET HANDLING AND DE- REGISTRATION DOCUMENTS IN ACCORDANCE WITH NATO DIRECTIVES
• PROVIDE COPY OF M06 CHECKLIST TO CSU POC

Essential Skills, Experience and Certifications

• 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)

Desired Skills, Experience and Certifications

• Working knowledge of SharePoint would be advantageous

Working Location

• Brunssum, Netherlands

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance