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.

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 ID

Role Background

NATO Digital Workplace Centre (NDWC) part of NCIA 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. 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:

• Windowsbased and iOS/iPadOSbased 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 videoteleconference (VTC) collaboration portals financial and project management systems and enable NATOspecific 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 users 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 refitting 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 userfacing 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 Purchasers IT Service Management (ITSM) ticketing system.
• Troubleshooting hardware and software including drivers issues and problems using variety of Purchasers 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 onthespot assistance with ITrelated 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 Purchasers asset management system.
• Ensuring the local inventory is sufficient to respond to incidents immediately.
• Taking accountability for assets in inventory and follow the Purchasers 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 WiFi and VPNs.
• Troubleshooting network connectivity issues.
• Providing credentials to visitors for access to a guest WiFi 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 Purchasers own prioritisation) and associated resolution target as follows:

• P1 3 wallclock 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 WP3IT Service Kiosk service:

• Fixed workstation/desktop computer
• Thin client
• Laptop
• Keyboard
• Mouse
• Monitor
• Smartphone (iOSbased) and accompanying accessories (case headset screen protector power adapter)
• Tablet (iPadOSbased) and accompanying accessories (keyboard pencil screen protector power adapter)
• Desk phones (VoIP digital and analogue)
• KVM switch
• Docking station
• Webcam
• Headset
• Laptop sleeve
• Laptop backpack.

Capacity

• The overall number of work positions that require installation and continuous IT support is 75.

User Acceptance Test

The user acceptance test aim is to ensure the user equipment is fit for purpose and is successfully passed when the following criteria are met:

• All items and accessories of the user equipment are connected correctly and operational including to electrical power;
• All peripherals and accessories part of the specific work position are functional (KVM switch headset webcam);
• The fixed workstations thin clients and laptops are with the required standard baseline;
• The fixed workstations thin clients and laptops are connected to the required network segment to allow normal use;
• The end user is able to login to Windows with his/her credentials successfully;
• The end user is able to use a web browser and browse intranet and Internet successfully (tested with at least one internal and one Internet address);
• The end user is able to use email client with message classification addon to send and receive email;
• The end user is able to use instant messaging client (Skype for Business or Microsoft Teams);
• The end user is able to use softwareprovisioning tool (Software Centre or Intune Company portal).

Essential Skills and Experience

• Proven experience in assembly setup configuration and testing of end user IT equipment at individual work positions.
• Ability to perform local logistical support including handling delivery pallets asset management and temporary storage.
• Skilled in deployment of client device baselines provided by customer.
• Capable of performing user acceptance testing and producing equipment checklists.
• Experience in removing and replacing user IT equipment supporting both temporary and permanent rollouts.
• Ability to sanitize capture asset data and assist with equipment shipping logistics.
• Demonstrated experience operating an IT Service Kiosk providing:
• Incident management: logging updating tracking issues in ITSM systems.
• Technical support: onthespot IT issue resolution laptop/smartphone setup imaging devices.
• Asset management: issuing/receiving IT assets inventory control tracking in asset systems.
• User education: providing onthespot training and policy adherence.
• Network support: assistance with VPN WiFi guest access.
• Continuous documentation feedback gathering and service improvement.
• Knowledge and use of customerprovided ITSM tools and procedures.
• Ability to prioritise and resolve tickets in line with predefined SLA timelines.

Working Location

• Bydgoszcz Poland

Working Policy

• OnSite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance