Helpdesk 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 2025-0323

Role Background

The NATO Communications and Information Academy (NCI Academy) offers training on both static and deployed NATO communication and information systems (CIS). This includes Consultation Command Control Communications and Intelligence Surveillance and Reconnaissance (C4ISR) as well as cyber security and cyber defence. Moreover the NCI Academy plays an instrumental role in designing developing and rolling out new learning solutions. This is achieved through comprehensive analysis of training requirements and by leveraging cutting-edge learning technologies.

The NCI Academy also provides a range of education and training services through its Academy Learning Environment (ALE). The ALE governs and strategically coordinates the systems and infrastructure that deliver training including the Training Management System (TMS) Learning Management System (LMS) Academy Training Network (ATN) and future components such as the Adaptive Learning Platform. These systems support multiple delivery methods such as classroom training mobile training Virtual Instructor-Led Training (VILT) and self-paced training. The ALE relies on technological elements like cloud-hosted services (TMS LMS) virtual environments via the ATN local networks and a Virtual Desktop Infrastructure (VDI) that enables remote access.

The NCI Academy is outsourcing the Help Desk function for the ALE. The Help Desk team shall work in close coordination with and report to the Academy Technical Capability (TeC) Team.

Role Duties and Responsibilities

• Operation of ALE Help Desk: All requests logged and tracked; written response provided within 30 minutes (either resolution or status update with assigned priority and prognosis); shift coverage maintained 07:0017:00 CET.
• Ticket Escalation and Management: Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability.
• User Account and Course Support: Accounts activated issues resolved enrolments and progress supported certificates generated; 95% user satisfaction rate.
• Monthly Report: Report submitted on time; includes ticket volumes performance metrics escalations and user feedback.
• Improvement Proposals: Actionable recommendations for process or UX improvement based on metrics and feedback.

Essential Skills Experience and Certifications

• Help Desk / IT Support Experience: Minimum of 5 years experience in a help desk or technical support role preferably in environments involving multiple systems (e.g. LMS TMS or equivalent).
• Communication Skills: Excellent written and verbal communication in English with the ability to explain technical information clearly and in a user-friendly manner. Please refer to paragraph 12.3.
• User Orientation: Strong customer-service skills including empathy patience and the ability to manage user expectations in stressful situations.
• Collaboration: Demonstrated ability to work effectively in a team environment and coordinate with multiple stakeholders (end users TCS Level 2/3 support teams).
• Documentation: Ability to create and maintain technical documentation user guides FAQs and operational procedures.
• Analytical Skills: Strong problem-solving and troubleshooting ability with the capacity to quickly identify issues and determine the most efficient resolution.
• Solid Technical Experience: Minimum of 5 years experience for the following points:
  • Solid experience in hardware and software troubleshooting (desktops laptops printers peripherals and operating systems like Windows macOS and Linux).
  • In-depth knowledge of basic networking (TCP/IP DNS DHCP) and experience in resolving network connectivity issues.
  • Experience in the administration and support of Active Directory or similar directory services.
  • Ability to diagnose and resolve information security-related issues (e.g. malware detection and software vulnerabilities).
  • Experience with PowerShell scripting to automate routine tasks manage system configurations and perform advanced troubleshooting.
• System and Server Management:
  • Minimum of 5 years experience in the administration of Windows Server and Linux servers including managing permissions backups and monitoring performance.
  • Knowledge of virtualization and minimum 5 years experience managing virtual environments.
• Advanced Support Skills:
  • Ability to escalate and manage high-priority incidents coordinating with higher-level technical teams (Level 2/3) when necessary.
  • Experience in creating detailed technical documentation procedural manuals and end-user guides.
  • Proven ability to lead the resolution of complex technical problems from start to finish.

Desirable Skills Experience and Certifications

• Proficiency in using diagnostic tools to troubleshoot technical issues
• A strong understanding of cybersecurity practices and protocols ensuring the safety and privacy of user data
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working with the NCI Academy.
• Knowledge and experience with agile implementation methodology.
• In possession of one or more industry certificates in System Administration (e.g. MCSA CompTIA Server) Networking (e.g. CCNA) and Modern Desktop Management (e.g. MD-100/MD-101).
• Experience working with ITSM ticketing system (or similar)
• Experience in provisioning configuring and supporting collaboration meetings (Webex Microsoft Teams etc.) including meeting scheduling and room integration plus on-site technical and rapid troubleshooting to ensure reliable meetings.
• Leadership and mentoring experience and skills
• Audio-Visual equipment support:
• Experience providing technical support for audio-visual equipment ensuring smooth operation for meetings and auditorium events.
• Manage end-to-end AV support including equipment setup troubleshooting and coordination for corporate meetings and large-scale events.

Language

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).

Working Location

• Oeiras Portugal

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance