IT Support Specialist

IT 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.

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.

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 NCIA, 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. Personal Workspace service area, part of NDWC, delivers Personal and Shared Workspace 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;
• Email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
• Print/Scan/Copy service using secure follow me printing capabilities;
• Personal and shared VoIP and VoSIP services providing communication capabilities to the Staff members.

The services integrate with other services such as video-teleconference (VTC), collaboration portals, financial and project management systems and enable NATO-specific functional applications higher up the software stack.

Role Duties and Responsibilities

Initial Roll Out Of User Equipment

The scope of this HLT is the successful delivery of 75 work positions. At a minimum, the following activities are in scope of this HLT:

• Local logistical support (i.e. removing devices from delivery pallets and placing into temporary local storage, assisting with asset and configuration management activities);
• Deployment of client device baseline, provided by the Purchaser;
• Assembly of end user equipment at user's desk in a fully functional work position;
• Configuration, testing and connection of the device to the network;
• Perform user acceptance tests (e.g. login with a temporary account) that ensure the previous steps in this work package are completed successfully. Produce and provide a report/checklist for each end user device.

Roll Out Of Permanent User Equipment

The scope of this HLT is the successful re-fitting of 75 work positions. At a minimum, the following activities are in scope of this HLT:

• Remove the user equipment from the end users' desks installed as part of HLT Initial roll out of user equipment and move it to a temporary storage room incl. capturing asset details and assisting with device sanitization activities;
• Install the newly provided user equipment comprising the same activities as described in HLT Initial roll out of user equipment.
• Assist with shipping the old user equipment to the Purchaser central logistics hub in Brunssum, NLD.

IT Service Kiosk

The principle deliverable of this HLT is the continuous operation of IT Service Kiosk capable of performing typical user-facing IT support activities. At a minimum the following activities are in scope of this SoW:

Incident management

• Logging, updating and tracking IT issues reported by users in the Purchaser's IT Service Management (ITSM) ticketing system.
• Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser's toolsets and IT systems.
• Providing resolutions or escalating issues to higher level of support if necessary.
• Note: While troubleshooting to identify faults in hardware is performed as part of the incident management, hardware repairs and upgrades are out of scope.

Technical support and assistance

• Providing on-the-spot assistance with IT-related queries.
• Assisting with setup and configuration of personal devices (e.g. laptops, smartphones).
• Image the laptops and workstations with baselines provided by the Purchaser.
• Reset to factory default smartphones and tablets.
• Assist with issuance and troubleshooting of smartcards and related certificates.

Asset management

• Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals.
• Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser's asset management system.
• Ensuring the local inventory is sufficient to respond to incidents immediately.
• Taking accountability for assets in inventory and follow the Purchaser's procedures regarding asset hand over and disposal.

User education and training

• Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks.

Network connectivity and assistance

• Assisting with connecting to corporate networks, Wi-Fi and VPNs.
• Troubleshooting network connectivity issues.
• Providing credentials to visitors for access to a guest Wi-Fi network.

Feedback and improvement

• Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues.
• Gathering user feedback on the provided IT services.
• Analyzing the feedback to identify areas for improvement.
• Implementing changes to enhance the user experience.

Prioritisation

• Each request for the Service will be have a priority assigned (cascaded from Purchaser's own prioritisation) and associated resolution target as follows:
• P1 – 3 wall-clock hours;
• P2- (P2 minus) – 6 business hours;
• P3 – 13 business hours and 30 minutes;
• P4 – 18 business hours;
• Standard service request – 32 business hours.

User Equipment In Scope

The following items and accessories are considered user equipment in scope for WP3-IT Service Kiosk service:

• Fixed workstation/desktop computer
• Thin client
• Laptop