2025-0120 Project Implementation Support NS UK - 23 Apr

• Deadline Date: Wednesday, 23 April 2025
• Location of Performance: 100% ON SITE, NCI Agency Northwood, UK.
• Required Start Date: 7 May 2025

Deadline Date: Wednesday, 23 April 2025
 
Requirement Title: Project Implementation Support
 
Location of Performance: 100% ON SITE, NCI Agency Northwood, UK.
 
Cost Not to Exceed: 2025 BASE: NTE 113,067.00 EUR : 34 sprints (3,326.00 EUR * 34)
 
Period of performance: 7 May 2025, with the possibility to exercise the following options:
2026 Option, 2027 Option, 2028 Option
 
Required Security Clearance: NATO SECRET
 
Special Terms and Conditions: NON-DISCLOSURE UNDERTAKING
 
Introduction:
This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization  of the North Atlantic Treaty Organization (NATO).
NCI Agency – PAN Migration to NATO Public Cloud Project: 
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site (Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.  
 
Objectives:
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. 

Scope of Work:
Under the direction/guidance of the Cloud Operation Centre Manager, the Early Lifecycle Supportstaff will execute  the following services: 
Early Lifecycle Support 
User support will the core responsibility of the early lifecycle support (ELS) staff. 

• Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads) 
• Provide user-support for self-enrolment process, 
• Provide user-support for users seeking technical assistance from IT Kiosk 
• Perform troubleshooting through diagnostic techniques and pertinent questions 
• Training users in best practices 
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones) 

Qualification:
This service requires the following qualifications: 

Technical Proficiency: 

• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune. 
• Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business. 

Problem-Solving Skills: 

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues. b) Ability to guide users through problem-solving steps effectively. 

Automation Skills: 

• Experience with PowerShell scripting to automate routine support tasks. 
• Proficiency in using Power Automate to create workflows and automate repetitive processes. c) 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.