2025-0343 Exercise and Event IT Technical Support (NS) TUE 18 Nov

Deadline Date: Tuesday 18 November 2025

Requirement: Exercise and Event IT Technical Support

Location: Brunssum NL (travel might be required at other NATO locations)

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2026 BASE: 01 January 2026 until 31 December 2026

2027 Options: 01 January 2027 until 31 December 2027

2028 Options: 01 January 2028 until 31 December 2028

Required Security Clearance: NATO SECRET

RFQ / Task Order Special Terms and Conditions: In addition to the terms and conditions of the AAS Framework Contract COAAS - Market Place 1 the following terms and conditions apply to this RFQ/Task Order:

1. Travel: Travel costs if applicable are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS Framework Contract. Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

Due to increasing NATO exercise activity NCI Agency CIS Support Unit (CSU) Brunssum located in Brunssum (NLD) is seeking technical service support in the timely and quality transportation installation processing troubleshooting (incident resolution) and teardown of NATO Deployable CIS equipment to allow the secure connection access and processing of information by end users in Brunssum area and a wider geographical area within NATO boundaries when required.

CSU Brunssum) enables end-to-end CIS services as it installs operates maintains and supports the full range of CIS capabilities during peacetime crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.

The Service Management Branch (SMB) directs co-ordinates and supervises all activities of CSUs assigned resources in support of Exercises Operations Plans Requirements Project and Service Management supporting the management of all agreements concerning Service Provision Operations and Exercises within the CSU AOR. The Branch supports and is responsible for liaison with all NCI Agency customers in the CSUs AOR and supports the Commander CSU in the role as NCI Agency representative and provides a single entry point for customers as well as supporting Business Areas in the implementation and improvement of service management processes.

This service sits within Project Management Plans & Requirements Section (PMPR) that covers as one of its functions Operations & Exercise Planning implementation and support.

In cooperation with Operations & Exercise Service Line where applicable the PMPR coordinates full lifecycle local exercise support and participates in exercise planning events to capture and monitor customer requirements in support of both Military Training and Exercise Programme (MTEP) and local customer-driven training events.

Contractors personnel will provide the services as part of an existing team of people supporting the above-mentioned events and will not be working independently. It is to augment current capability within the team due to increased number of activities.

1. HIGH LEVEL DESCRIPTION OF DELIVERABLES:

Full lifecycle Level 1 CIS support to Exercise event (imaging transporting setup support and teardown activity) of between 30 150 sets of CIS equipment per scheduled customer event.

A set of CIS equipment may consist of Laptops/ workstation monitor keyboard mouse and phone.

CIS equipment requires imaging transportation unpacking installing on the end user desks and successfully connecting to the network.

Level 1 CIS support will be required during the exercise event itself.

After the event all deployed CIS equipment needs to be collected returned to original state packed and shipped to the warehouse

Complete required asset handling and registration documents in accordance with NATO directives

2. DELIVERABLES AND RELATED MILESTONES FOR EACH EXERCISE EVENT

D01 IMAGING: Provide imaging completion report to CSU POC

M01 RECEIVING GOODS

M01.1: ASSIST CSU STOREKEEPER WITH TRANPORTATION FROM CENTRAL WAREHOUSE TO CSU FACILITY

M02 IMAGING

M02.1: UNPACK LAPTOPS/ DESKTOPS

M02.2: REVIEW THE PROVIDED ROM TO DETERMINE BUILD REQUIREMENT

M02.3: IMAGE LAPTOP/ WORKSTATION IN LINE WITH SECURITY CRITERIA IN BUILD ROOM WITH BASELINE BUILD

M02.4: LIAISE WITH AM/ TM SUPPORT TEAM IN TERMS OF DRIVER UPDATE / SOFTWARE REQUIREMENT TO BE ADDED TO IMAGE

M02.5: ONCE BUILT RE-PACK IN PROVIDED CONTAINERS FOR TRANSPORTATION

M02.6: COMPLETE ANY ASSET HANDLING AND REGISTRATION DOCUMENTS IN ACCORDANCE WITH NATO DIRECTIVES

D02 TRANSPORTATION: Provide copy of Courier certificate to CSU POC

M03

M03.1: CREATE APPROVED TRAVEL ORDER FOR TRAVEL DAY

M03.2: COORDINATE VEHICLE FROM CSU POC AND/ OR MOTOR POOL FOR TRAVEL

M03.3: IF TRANSPORTING NS DEVICE ACROSS COUNTRY BORDERS CONTACT CSU SECURITY OFFICER TO ENSURE YOU HAVE COURIER CERTIFICATE

D03 SET UP AT LOCATION: Provide copy of signoff from Customer POC to CSU POC in accordance with Customer provided plan and floor plan by CIS ready date.

M04

M04.1: SET UP CIS ASSETS IN ACCORDANCE WITH CUSTOMER PROVIDED PLAN AND FLOOR PLAN BY CIS READY DATE.

M04.2: CONNECT LAPTOPS/ DESKTOP TO NETWORK (INCLUDING PATCHING OF CONNECTIONS AS REQUIRED)

M04.3: VERIFY FUNCTIONALITY OF NEWLY INSTALLED CIS EQUIPMENT VIA LOGIN

M04.4: CONFIRM WITH CUSTOMER POC WHEN SETUP IS COMPLETE

M04.5: ASK FOR SIGNOFF FROM CUSTOMER POC ON SETUP (WHERE APPLICABLE)

D04 SUPPORT: Provide daily summary of Incidents/ Requests that required support to CSU POC and current status. Will be amalgamated in Team report.

M05

M05.1: MONITOR ITSM TICKETING TOOL QUEUE FOR INCIDENTS AND/ OR REQUESTS RAISED FOR EVENT/ EXERCISE DURING SUPPORT PERIOD

M05.2: TROUBLESHOOT FORMALLY REPORTED ISSUES AND PROVIDE 1ST LINE INCIDENT SUPPORT

M05.3: IF NOT RESOLVEABLE AT 1ST LINE MOVE INCIDENT TO NEXT LEVEL SUPPORT AND INFORM CUSTOMER

D05 TEARDOWN (end of event): Provide copy of Teardown checklist (M06.1-M06.7) to CSU POC

M06

M06.1: DISCONNECT CIS ASSETS AT LOCATION AND RE-PACK IN PROVIDED CONTAINERS

M06.2: RETURN ANY OTHER ASSETS TO THE ORIGINAL LOCATION ( IF MOVED IN LINE WITH FLOOR PLANS)

M06.3: REMOVE ANY RUBBISH FROM LOCATION

M06.4: TRANSPORT BACK TO CSU FACILITY

M06.5: RETURN CIS ASSETS TO ORGINAL STATE

M06.6: ADVISE CSU STOREKEEPER WHEN READY TO BE RETURNED TO CENTRAL WAREHOUSE

M06.7L COMPLETE ANY ASSET HANDLING AND DE-REGISTRATION DOCUMENTS IN ACCORDANCE WITH NATO DIRECTIVES

M07: END OF EVENT ACTIVITY

M07.1 PROVIDE COPY OF M06 CHECKLIST TO CSU POC

As it is too difficult to quantify number of events in advance as it may increase change volume move dates from one month to the next an event schedule will be provided at the beginning of the month in writing with the deliverables that need to be completed for each event by the contractor with associated

milestone.

The totality of the full activity requiring support per exercise event can occur across multiple months and different events will be on different schedule.

For example during the course of a month: for one exercise event only D01 and D02 might be required for exercise 2 D03 and so on.

All can run in parallel to each other in any month.

Contractors performance will be monitored against above mentioned event and deliverable schedule.

3. PAYMENT SCHEDULE

3.1. 2026 BASE performance 01 JANUARY 2026 31 DECEMBER 2026

Deliverable and related milestones: As applicable from para.2 for the period (D01 D05 per event activity during that calendar month)

Deliverable Due Date: 31 Jan 28 Feb 31 Mar 30 Apr 31 May 30 Jun 31 Jul 31 Aug 30 Sep 31 Oct 30 Nov 31 Dec

Value (of total contract): 1/12 BASE Period Value

Monthly Payment Document: The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) Annex A and monthly progress reports Annex C. 100% completion is required for payment.

In case of completion less than 100% due to non-performance there will be no payment for the period.

Non-performance reasons will be documented in writing (via email).

Payment will be made after the Purchaser has signed the Delivery Acceptance Sheet (DAS) (Annex B) for the respective deliverables.

3.2. 2027 Optional performance 01 January 2027 31 December 2027

Deliverable and related milestones: As applicable from para.2 for the period (D01 D05 per event activity during that calendar month)

Deliverable Due Date: 31 Jan 28 Feb 31 Mar 30 Apr 31 May 30 Jun 31 Jul 31 Aug 30 Sep 31 Oct 30 Nov 31 Dec

Value (of total contract): 1/12 OPTION Period Value

Monthly Payment Document: The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) Annex A and monthly progress reports Annex C. 100% completion is required for payment.

3.3. 2028 Optional performance 01 January 2028 31 December 2028

Deliverable and related milestones: As applicable from para.2 for the period (D01 D05 per event activity during that calendar month)

Deliverable Due Date: 31 Jan 28 Feb 31 Mar 30 Apr 31 May 30 Jun 31 Jul 31 Aug 30 Sep 31 Oct 30 Nov 31 Dec

Value (of total contract): 1/12 OPTION Period Value

Monthly Payment Document: The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) Annex A and monthly progress reports Annex C. 100% completion is required for payment.

In case of completion less than 100% due to non-performance there will be no payment for the period.

Non-performance reasons will be documented in writing (via email).

Payment will be made after the Purchaser has signed the Delivery Acceptance Sheet (DAS) (Annex B) for the respective deliverables.

4. PRACTICAL ARRANGEMENTS

4.1. This is a completion-type contract which requires one Contractor with complementary skills to complete the work.

4.2. In execution of the deliverables outlined in article 2 the support will be provided with onsite presence during Purchaser business hours between 08.3017.30.

4.3. NCIA will provide necessary site access and permission.

4.4. NCIA will perform a full Health & Safety induction and Security Briefing (conducted by local NCIA CSU element) at the first possible opportunity for the selected personnel to attend. The selected personnel shall give their full attention and confirm the have understood the brief.

4.5. The selected personnel shall perform the work as described in this statement of work.

4.6. The selected personnel shall handle the equipment with due care to prevent damage and also in line with NATO Security Directives

4.7. The selected personnel shall install the equipment following provided guidance to meet the requirements.

4.8. The selected personnel shall minimize the impact to the end users during the execution of the work.

4.9. The selected personnel shall bring without delay to the attention of the Point of Contact on- site any issues preventing the execution of the work.

4.10. The selected personnel shall be courteous and professional in dealing with NATO staff.

4.11. The selected personnel will report to and receive guidance from the Point of Contact on-site.

4.12. The selected personnel shall follow the working procedures business hours and observe the official holidays only.

4.13. The selected personnel will provide services in line with the event schedule which will be provided at a later stage after on-boarding of the personnel.

4.14. The selected personnel shall provide a progress report on request of POC onsite

4.15. The CSU POC (or authorised person) will provide on-the-job training to the selected personnel

4.16. The selected personnel shall undertake the work at Joint Force Command Brunssum site Brunssum The Netherlands working at NCI Agency CSU Brunssum and if required travel to other locations within NATO boundaries. This requires access to the Base subject to additional rules and procedures.

This travel will be billed to the purchaser by the service provider separately in accordance with the terms and conditions of the framework agreement and is considered an addition to the overall cost of the bid.

4.17. The security details of personnel are to be provided to the site at least 1 month prior to work commencing.

4.18. The selected personnel shall ensure confidentiality integrity and availability of the artefacts entrusted to them at all times including but not limited to documentation manuals guides procedures software components installation media binaries scripts etc.

4.19. In any suspected or confirmed security (including cybersecurity) incident regardless of the scope and impact the selected personnel shall notify the POC and stop any activities under this SOW until further guidance from the NCI Agency (e.g. in case of physical/cyber breach).

5. SCHEDULE

The Contractors services are required for the period starting not later than 01 January 2026 through 31st of December 2026.

If the 2027 option is exercised the period of performance is 01 January 2027 to 31 December 2027.

If the 2028 option is exercised the period of performance is 01 January 2028 to 31 December 2028.

6. REQUIRED QUALIFICATIONS

See Requirements

• Required Security Clearance: NATO Secret

6. REQUIRED QUALIFICATIONS

The Contractors personnel is required to have the following MANDATORY Requirements

• Minimum 3 years experience working in an ICT CIS environment.
• Minimum 3 years experience supporting IT users desktop hardware and software
• Minimum 3 years experience working in an IT administration role.
• Computing Technology Industry Associating (CompTIA A) or Microsoft Certified IT Professional certification is advantageous.
• Experience of providing hands on technical assistance across a diverse range of CIS equipment including but not limited to Workstations Laptops scanners printers and VTC equipment.
• Background and experience in NATO static and deployable CIS equipment and networks
• Proven Experience in troubleshooting user access permissions and profiles
• Proven Experience working with Microsoft System Centre Configuration Manager or any other tool for automated desktop deployment.
• Proven Experience working with Active Directory Objects user accounts and
• Working knowledge of the capabilities and deployment of workstations and laptops
• Working knowledge of current operating systems and office automation software.
• Working knowledge of policy procedures and organization of NATO CIS.
• Working knowledge of ITIL processes and procedures (incident change configuration and asset management)
• Working knowledge of ITSM ticketing tools (BMC Remedy)

DESIRED Requirements

• Working knowledge of SharePoint would be advantageous