Printing Services 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.

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 NATOs 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 NATOs communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATOs 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 NATOs mission to detect deny and defeat threats to its communication networks.
• Information Management: The NCIA manages NATOs information technology infrastructure including its databases applications and servers.

Overall the NCIA plays a critical role in ensuring the security and effectiveness of NATOs communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATOs principal C3 capability deliverer and CIS service provider. It provides maintains and defends the NATO enterprisewide 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 performanceengaged workforce. The NCI Agency workforce strategically consists of three major categorises: 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 featurerich Digital Workplace which enable NATO staff members to connect communicate and collaborate. Shared Workspace service area deliver the following userfacing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

The Shared Workspace (SWG) provides a persistent shared conversational workspace that helps NATO staff initiate organize and complete their daily work. The Shared Workspace Group aims to deliver added value services in all security domains to its customers both in NATO Enterprise and outside that facilitates collaboration and consultation in real time audio and video AV services and printing services as well as screen to paper services for ordinary users and C2 community.

The services integrate with other services and enable NATOspecific functional applications higher up the software stack. Through several ongoing streams of work in Q424 and onwards the services are rapidly evolving from using fully onpremise to a mixture of onpremise and public cloud technologies.

Role Duties and Responsibilities

Incident Management

• Provide prompt professional and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
• Liaise with other teams in troubleshooting technical issues at various levels (network backend frontend firewalls)
• Perform root cause analysis in order to reduce repeating/recurring technical issues

Request Fulfillment

• Implement approved service requests and change requests (e.g. creation of new resources/configuration items alteration of existing resources/configuration items).

Maintenance

• Implement security measures (patches updates etc.. on the systems manually with no to minimal downtime.
• Perform all administration and maintenance tasks required at the backend and frontend as a Subject Matter Expert to ensure the availability continuity and optimum performance.
• Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities

OnCall Duties

• Certain periods of the contract period to be decided by the unit manager be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.

Continual Service Improvement

• Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption.
• Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need for support.
• Identify and provide opportunities for continuous service improvements.

Essential Skills and Experience

• 5 years of experience of Printing Knowledge
  • Working knowledge of Enterprise Level printing software (i.e. Uniflow). Previous Experience in supporting Follow Me printing solutions.
• 5 years of experience of Remote Support Units
  • Work Experience 5 with the Management of multiple print servers at remote locations
• 3 years of Working Knowledge on ITIL
  • Working Knowledge in ITIL and its processes. Proficient in the creation and maintenance of Service documentation (Standard Operation Procedures and Instructions SOP/SOI)
• 2 years of experience in Network
  • Knowledge in troubleshooting basic network issues (including boundary protection devices) on servers and end users;

Desirable Skills and Experience

• 2 years of experience of Exercise/Military Operations Support
  • Knowledge and experience either working with or being in the military IT capacity specialized on printing service products (i.e uniFlow) delivering support of exercises or operations; Knowledge of use case scenarios of Printing service products (i.e uniFlow) in exercise and operations as well as day to day operational requirements of military bodies
• 2 years of experience in Multinational Environments
  • Previous experience in multinational environments.

Working Location

• Braine lAlleud Belgium

Working Policy

• OnSite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Top Secret personal security clearance