2024-0131 CFBLNet Network Operation Centre Service Desk 1st Line supp

• Deliver 1st line support service in  the CFBLNet Network Operation Centre Service Desk:
  During business hours and CFBLNet schedule initiative hours. “Business days/hours”
  means NCIA, The Hague, the Netherlands working days, Monday through Friday, daily
  from 9:00‐17:00 (CET/CEST)
  
• Exceptionally, during Initiatives, the daily
  service desk manning hours can shift front or backward as required. This is typically
  planned four weeks in advance. When these are outside business days these will be
  compensated in duration during following business days. If this occurs deliverable
  price remains unchanged.
  
• Key performance indicators:
  
• Initial response time during scheduled initiatives
  hours: 
  
• Initiative hours/days: response within 15 minutes
  of an acknowledged reported service interruption and services desk call.
  
• Initial response time during business hours though
  outside scheduled initiatives hours: 
  
• Initiative hours/days: response within 30 minutes
  of an acknowledged reported service interruption and services desk call.
  
• Support roll out and maintenance support of NATO
  CFBLNet Sites.
  
• Develop and operate the CFBLNet for NATO and
  related reference system in support of NATO organisational and national services
  subscribers.
  
• Support bug fixing and stability improvements.
  
• Create and update documentation.
  
• Investigate which are the best ways to solve
  a certain problem, documenting and presenting their pros and cons to the team.
  

Requirements

• (>3Y) Experience working in IT Customer Support  Centre
  
• (>3Y) Excellent working knowledge of networking
  protocols and technologies including Ethernet, LAN, WAN & Security 
  
• Ethernet: Excellent understanding of VLANs, Spanning
  Tree
  
• LAN: Excellent understanding of DHCP, NAT, OSPF,
  HSRP/VRRP, HA technologies
  
• WAN: Excellent understanding of Metro Ethernet,
  MPLS, BGP, QoS, 
  
• Multicast: Understanding and experience troubleshooting
  Multicast in WAN‐LAN 
  
• Security: Strong understanding of policy based
  firewalls, content filtering, Intrusion, Prevention Systems, network monitoring
  systems, IPSEC and PKI
  
• Troubleshooting: Ability to analyze logs and
  diagnose network issues
  
• Work experience in roles requiring the ability
  to handle multiple incidents simultaneously while adapting to constantly changing
  requirements.