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 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 2025-0271

Role Duties and Responsibilities

• Provide first-level support for end-user queries.
• Troubleshoot and resolve software issues ensuring minimal disruption to users.
• Troubleshoot and resolve software problems ensuring efficient use and problem resolution.
• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
• Escalate complex issues to Level 2 support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.
• Contribute to the creation and maintenance of a knowledge base documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Provide users with guidance and training on best practices for using IEMS.
• Promote self-service tools and resources to empower users and reduce support requests.
• Controlling managing and providing access to the restricted areas managed by the branch.
• Controlling and checking on compliance with security regulations laid down by SHAPE and NATO on the use of classified hardware at directorate level.
• Ensuring the proper functionality and security of classified hardware used by the branch and maintaining the inventory thereof.
• Monitoring SHAPE LANs managed by the NCIA by Identifying and reporting any problems with the SHAPE networks (PAN/NS/ future ITM) used by the branch.
• Ensuring maintenance of IT hardware for which the branch is responsible and which is not covered by the NCIA or by a maintenance contract.
• Ensuring the maintenance and management of network infrastructure (Energy Management System/Intrusion Alarm Management System/Fire Alarm Management/CAD/ BMS) managed by the branch.
• Maintaining system documentation.
• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

Essential Skills Experience and Certifications

1. Technical Proficiency:

• Intermediate understanding of end-user devices (desktops laptops tablets smartphones) running Windows OS and Apple iPhones/iPads.
• Working knowledge of Oracle databases 11g and 12c
• Familiarity with Microsoft services and tools including Outlook Teams SharePoint Online and OneDrive for Business.
• Working knowledge of Veeam backup and Kelio.

1. Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware software and network issues.
• Ability to guide users through problem-solving steps effectively.

1. Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

1. Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

1. Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

1. Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

1. Others:

• The candidate has strong customer relationship skills including negotiating complex and sensitive situations under pressure.

Working Location

• Mons Belgium

Working Policy

• On-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance