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 NATO's 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 NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's 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 NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO's 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 categorise's: 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 Background
The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
The main objectives of this statement of work can be summarized as follow:

• Let the implementation support staff gain enough knowledge of the NCPL environment to be able to support end-users during the NPCL enrolment process by:
  • Attending in-person familiarization training of the NPCL solution
  • Execute continuous training / learning while the solution is being matured as per the project manager or implementation manager guidance and by means of tooling provided by the project
• Provide early lifecycle support for (at minimum) 18 different NATO locations:
  • By providing 4 different staff per location (three sites simultaneously)
  • Providing this staff based on the rollout schedule (ref. Annex C.)
  • Provide user-support, with a focus on M365 hands-on user support
• Provide logistical support at the rollout locations
• Contribute to the continuous improvement cycles of the project ream
• Coordinate the travel, accommodations, and staff turnover and ensure that all staff-related communication and administration between the NCI Agency and the contractors is performed by a single point of contact.

Role Duties and Responsibilities
Under the direction / guidance the project manager and implementation managers, the Project Implementation Support team will execute the following services:
Initial Training
Providing local support to the users in various NATO locations will require bespoke knowledge about the specific setup and background of the NPCL solution. To this end the Project Implementation Staff will be required to attend familiarization training:

• Online learning about the specific elements of the NPCL solution (based on the VIVA learning module in the M365 solution)
• A full day of familiarization training in the NHQ location in Brussels – Belgium
• Any additional lifecycle support training (remote) as it becomes available during the rollout

Early Lifecycle Support
User support will the core responsibility of the project implementation staff. Each location will transition 50 users per day from the PAN to the NPCL. The team is to provide user support during this transition.

• Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, i Pads)
• Provide technical troubleshooting during the enrolment by:
• Applying known fixes that are stored in the issue management database
• Create, track, and follow-up on implementation-related issue tickets created in the JIRA ticketing system
• Support training activities by providing direct support on M365-related topics and provide technical troubleshooting during the live training
• Provide walk-in support for the users, including answering basic technical questions and providing guidance on the use of M365 and the Azure environment;

Admin and logistic support
Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by:

• Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;

Continuous Improvement:

• Identify areas for improvement in the enrolment process, documentation, and best practices;
• Proactively identify potential vulnerabilities and coordinate preventive measures.
• Contribute to the knowledge base of the implementation team
• Ensure all information and registers are accurate and up-to-date.

Coordinate staff travel, logistics, turnover, and administration

• Ensure that that NCI Agency has a single point of contact for all travel arrangements that all staff travel is booked and executed according to the NCI Agency Travel Directive
• Ensure coordination the clearance and VISA requirements that allow staff to work at all NATO locations (with a security clearance up to NATO SECRET).
• Ensure any staff logistics (transport etc.) is managed by the Contractor and that all administrative coordination happens through a single point of contract to the NCI Agency

Essential Skills and Experience

• Technical Proficiency:
  • Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple i Phones/i Pads managed through Intune.
  • Familiarity with Microsoft 365 services and tools, including Outlook, Teams, Share Point Online, and One Drive for Business.
• Problem-Solving Skills:
  • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
  • Ability to guide users through problem-solving steps effectively.
• Automation Skills:
  • Experience with Power Shell scripting to automate routine support tasks.
  • Proficiency in using Power Automate to create workflows and automate repetitive processes.
  • Ability to identify and implement automation opportunities to enhance efficiency.
• Communication and Interpersonal Skills:
  • Excellent verbal and written communication skills.
  • Full proficiency in English.
  • Ability to communicate technical information to non-technical users in a clear and concise manner.
• Customer Service Orientation:
  • Strong customer service focus with a commitment to user satisfaction.
  • Patience and empathy when dealing with user issues and concerns.
• Organizational Skills:
  • Ability to manage multiple support tickets and prioritize tasks effectively.
  • Attention to detail in documenting support activities and maintaining accurate records.
• 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.
• Others:
  • They have strong customer relationship skills, including negotiating complex and sensitive situations under pressure.

Language Proficiency

• Business English

Working Location

• Various NATO sites

Working Policy

• On-Site
• Occasional out of hours work

Travel

• Regular Business travel to NATO locations

Security Clearance

• Valid National or NATO Secret personal security clearance