C004163 Digital Collaboration Principal Tech (Voice) (CTS) - WED 24 Sep RELAUNCH

Previously proposed candidates were non-compliant for the following reason:

• The applicant is not suitable for a L2 Voice/VTC support tech role. Zero experience with L2 Voice/VTC support, only some very basic L1 experience. No training or certifications whatsoever related to Voice/VTC.

Deadline Date: Wednesday 24 September 2025

Requirement: Digital Collaboration Principal Technician (Voice)

Location: Mons, BE 

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 3 November 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO COSMIC TOP SECRET

Duties and Role:  

• Assist in the delivery of 3rd level technical support of CIS services to internal NCI Agency customers;
• Support remote fault diagnosis of CIS services to internal NCI Agency;
• Carries out remote routine maintenance of the static voice infrastructure, management appliances and other NATO voice equipment;
• Support any changes to the system documentation of existing capabilities if influenced by project activities;
• Directs the work undertaken by his technician and site technician;
• Performs remote fault diagnosis on call managers, session border controllers and gateways as required during life cycle support;
• Advise customer sites with regards to voice elements centralisation, standardization and best practices;
• Assist in the creation and maintenance of standard operating procedures within the voice cell as modifications or additions to current capabilities;
• Coordination and performance of configuration and evaluation of test scenarios within the NGCS reference facility, pertinent to the area of voice that is the focus of upcoming capabilities;
• Performing the practical evaluation of management tools and capabilities;
• Ensure a common understanding of the available toolsets and method of utilization within the centralized and distributed user base;
• Assists in investigating and proposing long term solutions to encountered equipment and configuration problems;
• When required, conducts on-site surveys, validations and system acceptance testing within the voice infrastructure;
• Deputize for higher grade staff, if required

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• At least 3 years' experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization.
• Good experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms).
• Extensive operation and configuration experience of Cisco call managers and call managers express;
• Extensive operation and configuration experience of Cisco Unified Border Elements:
• Very good knowledge of transmission and telecommunication systems engineering and the associated aspects;
• High level operational and configuration knowledge of voice management appliances such as; Cisco Prime;
• At least two years' experience with design, deployment and configuration of VoIP solutions including call managers, management appliances and endpoints;
• Experience with device management tools such as HP Network automation, solar winds, or intermapper, to include adding devices to be monitored, creating automatic reporting thresholds, identifying devices that aren't functioning properly;
• Very good knowledge of protocols and standards utilized in VoIP and unified communications; SIP, TLS, MGCP, H.323, RTP (incl. G.711, G.729 codecs), and other similar standards;
• Experience with design, deployment and configuration VoIP equipment integration with unified communications solutions such as Microsoft Lync, Microsoft Skype for Business or Cisco Jabber;
• Experience with virtual environments (ESXi, vSphere, vCenter)
• Experience in utilizing of vendor's toolkits for collection of maintenance data, and ability to analyse them for both: service improvement and troubleshooting purposes;
• Experience with design, deployment, testing and evaluation of communications gateway session border controller, Cisco CUBE;
• Working knowledge of TCP/IP protocols;
• Experience in on-line performance, accounting, fault, security and configuration management of digital networks and associated transmission systems to include switching systems in support of voice and data transfer.

Education, Experience and Training (Desirable):

• Experience with CISCO call centre express (UCCX);
• Understanding of the contemporary telecommunication technology including TDM;
• Basic knowledge of relational integrity and database design;
• Familiarity with military voice and data systems;
• Experience with integrating communications systems with active directory and PKI technologies;
• Experience of preparing technical documentation and standard operating procedures;
• Experience with monitoring platforms and protocols (CA spectrum, Solarwinds, SNMP);
• Scripting experience ideally in python;
• Certified ITIL foundation;
• Prior experience of working in an international environment comprising both military and civilian elements.