Voice 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 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 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 2025-0260

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 feature-rich Digital Workplace which enable NATO staff members to connect communicate and collaborate.

Shared Workspace service area delivers the following user-facing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

• Workstream collaboration including email and instant messaging server backend and client frontend provisioning management operation and lifecycle across multiple separate networks of different classifications.
• Voice and Video conferencing server backend and frontend devices and rooms maintenance management operation and troubleshooting across multiple separate networks of different classifications.

The services integrate with other services and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q424 and onwards the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

Role Duties and Responsibilities

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

• Cisco Voice Technologies - Advanced (3 years experience): Problem solving strong knowledge of Cisco Voice Technologies such as Cisco CUCM Cisco CUBE Cisco UCCX Diagnose and resolve technical issues support software and basic associated network related problems.
• Telecommunication Technology including TDM - Advanced (3 years experience): Knowledge of managing call distribution lists voice mailboxes ISDN TDM technologies troubleshooting on Legacy TDM PABX integration to Cisco Voice Technologies
• Virtualized server platform products - Intermediate (2 years experience): Good knowledge in managing VMWare vSphere and VMWare vCenter
• Communication Systems integration with PKI and Active Directory - Intermediate (2 years experience): Good knowledge in AD and PKI integration with Cisco products
• Experience with monitoring platforms and protocols - Intermediate (2 years experience): Good knowledge of monitoring platforms such as nGeniusOne CA Performance management CA Spectrum
• Scripting Experience - Beginner (1 years experience): Basic knowledge in Java Script Python or similar scripting languages
• Network - Intermediate (2 years experience): Knowledge in troubleshooting basic network issues (including boundary protection devices) on servers and end users; Splunk log monitoring and analysis nGeniusOne monitoring and analysis.
• Exercise/Military Operations Support (desirable) - Intermediate (2 years experience): Knowledge and experience either working with or being in the military IT capacity specialized on Telephony service products (Cisco legacy PABX etc..) delivering support of exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco legacy PABX etc..) in exercise and operations as well as day to day operational requirements of military bodies
• Remote Support Units (desirable) - Intermediate (2 years experience): Knowledge and experience either working with or being in a remote support unit IT capacity specialized on Telephony service products (Cisco legacy PABX etc..) delivering support to daily activities exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco legacy PABX etc..) in remote support units exercise and operations support as well as remote units supporting day to day operational requirements support of military bodies

Working Location

• Mons Belgium

Working Policy

• On-site on-call hours are after work hours (17:30-08:30 next day) during the week and whole day until the start of next business day during the weekend (Saturday 00:00 Sunday 00:00 Sunday 00:00 Monday 08:30)

Travel

• Regular travel to Braine LAlleud Belgium

Security Clearance

• NATO Cosmic Top Secret /NATO Secret in progress of upgrade to NATO Cosmic Top Secret