IT Operations 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 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 ID – C004403

Role Duties and Responsibilities

• Supporting all areas of the ESOC, as part of a functional team;


• Supporting Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted;


• Providing technical level 1 support and assistance for Local Area Network (LAN)/Virtual Desktop Infrastructure (VDI)/Datacentre Management


• Monitoring, controlling and conducting troubleshooting of all data systems and services in support of all NCIA customers and NATO missions.


• Administrates data and services monitoring and control platforms for optimum performance for use by the ESOC personnel;


• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks and services;


• Utilises automatic data processing devices and tools within the ESOC and uses all available centralized service management tools to restore all services availability and quality at the agreed levels;


• Follows senior guidance and established processes, cooperating when requested, to its development and improvement;


• Responsible for coordination with internal and external entities to restore networks and communication services.


• Participates in the development and delivery of the required on-the-job training to other technicians;


• Propose, prepare, verify, and maintain services and systems documentation, to include; operational advice notices and level 1 documentation, accounting for interface standards and procedures;


• If required, work in a shift pattern to provide 24/7 coverage;


• Work on own initiative with limited supervision, may lead others as required;


• Working and training with other service lines;


• Deputize for higher grade staff, if required;


• Perform other duties as may be required.

Essential Skills, Experience and Certifications

• Prior experience in technical support and assistance for networking, WAN and voice systems;


• Very good understanding of telecommunications / network / information technology solutions & products;


• ITIL Foundation;


• At least 2 years' experience with, and knowledge of LANs;


• VXLAN;


• Software Defined Access (SDA)


• Experience in VDI;


• Experience in VMware Aria Operations formally VROPS;


• Experience in VROPS management tools;


• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM);


• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.

Desirable Skills, Experience and Certifications

• Strong analytical, organization, multitasking and prioritization skills;


• Technical leadership experience;


• Previous experience working in a NOC / SOC;


• CCNA certified;


• Experience with monitoring and management tools, such as SPECTRUM, Zabbix, SCOM;


• Prior experience of working in an international environment comprising both military and civilian elements;


• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Education

• Higher vocational training in a relevant discipline with 2 years post-related experience;


• Or a secondary educational qualification with 4 years post-related experience;

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