2025-0179 Workstation Support Engineer Support (NS) - MON 29 Sep bei EMW IT Services

Deadline Date: Monday 29 September 2025

Requirement: Workstation Support Engineer Support

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: as soon as possible but not later than 10th November 2025 (tentative) – 31st December 2025 with possibility to exercise the following options:

2026 Option: 1st January 2026 until 31st December 2026

2027 Option: 1st January 2027 until 31st December 2027

2028 Option: 1st January 2028 until 31st December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

NCIA – CSU BRU

To strengthen the Alliance through connecting its forces, the NCI Agency delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances’ business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.

The Directorate of CIS Support Units (DCSU) is responsible to manage, deliver and maintain assigned Communications and Information System (CIS) products and services for the Agency’s customers including NATO Headquarters (NHQ), the NATO Command Structure (NCS), NATO Force Structure (NFS), Nations and internal Agency users. DCSU provides liaison, planning and coordinating functions for Alliance Missions, Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Service Lines/Service Centres under the Enterprise Service Delivery Model (ESDM).

NCI Agency CIS Support Unit (CSU) Brussels, located in Brussels (BEL) is the primary Information, Communications and Technology (ICT) service provider for 24/7 support to the Secretary General, the International Staff (IS), the International Military Staff (IMS) and other Customers in the NATO Headquarters in Brussels. CSU Brussels enables end‐to‐end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.

2 SCOPE OF WORK

User Services (USS) is responsible for the maintenance of configurations for fixed and mobile workstations including third party applications at NATO HQ and in all remote offices (e.g. UN). The USS also provides Level 2 support for Work Stations (WSs) and WSs applications, image development for mobile and fixed WSs, software packaging and deployment, application and operating system patch updates and group policy management. They also provide dedicated workstation support to VIPS (e.g. SecGen Private Office, SecGen Residence and special events).

Under the direction and guidance of Section Head, the services provided will be supporting the following activities:

• Provide second level support of end‐user ICT assets;
• Initiates documentation of the design and configuration of assigned ICT Platforms (Workstation Management) and the required operating procedures;
• Implements procedures, tools and techniques for monitoring and managing the performance of assigned ICT assets and provides reports as required;
• Operates and maintains the VDI infrastructure (servers running the VDI software, clients, applications);
• Operates and maintains the Thin Client infrastructure (servers running the Thin Client Management suite, upgrades/updates of thin devices);
• Operates and maintains the infrastructure for virtual application delivery (MS Application Virtualization);
• Applies required security mechanisms and maintains the security posture of all deployed clients (fixed and mobile) by applying required GPOs and installing required security patches released by software vendors (OS and applications);
• Automates software delivery by packaging and distribution of software using available client management tools;
• Monitor and advise on capacity and scalability requirements of assigned ICT assets;
• Checks regularly for third‐party software upgrades/updates availability; ensures security and compatibility testing is performed; packages available software upgrades/updates for delivery to all relevant clients;
• Ensures access management to all networks based on need to know principles and according to submitted requests by the business;
• Provides engineering and implementation guidance as required;
• Analyses and resolves assigned incident and problem tickets;
• Investigates, defines and resolves complex issues;
• Acts as Subject Matter Expert;
• Analyses plans, design, requirement and associated risks, advises on technical solutions and mitigations;
• Assists in developing new architectures as Subject Matter Expert in assigned area of responsibility;
• Plans and prioritises against available resources and quality targets;
• Plans, manages, coordinates and conduct service to meet quality targets;
• Investigates and proposes long term solutions countering equipment and configuration problems;
• Maintains implementation of software updates/upgrades, operating system patches to comply with NATO Security Guidelines;
• Conducts equipment testing to and from the supply line, documents serviceability status;
• Perform staging of all end user devices using the Microsoft Configuration Manager system (MCM) and relevant toolsets;
• Perform the enrolment or handout of all staged devices to the end user;
• Investigates and resolves technical issues in a systematic approach;
• Maintains sound knowledge on implemented technologies.

The services related to the activities above will be delivered in Sprints, and each sprint will have the duration 5 working days

The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section

3. SPRINTS PLANNING, EXECUTION, REVIEW AND PAYMENT

Due to the AGILE approach of this project, the deliverables will be provided for each sprint as well as their associated acceptance criteria at the beginning of the sprint. This includes sprint planning, execution and review processes, which are detailed below:

3.1. Sprint Planning:

Objective: Plan the objectives for the upcoming sprint

Kick‐off meeting: Conduct a monthly meeting with the contractor’s personnel to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.

Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.

Agree on the required deliverables for each sprint.

Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.

Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.

3.2. Sprint Execution

Objective: Contractor’s personnel to execute the agreed “sprint plans” with continuous monitoring and adjustments.

Regular meetings between NCIA and the Contractor’s personnel to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office.

Continuous improvement: Contractor’s personnel to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.

Progress Tracking: Contractor’s personnel to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractor’s personnel shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.

3.3. Sprint Review

Objective: Review the sprint performance and identify areas for improvement.

At the end of each sprint, there will be a meeting between the NCIA and the Contractor’s personnel to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).

Define specific actions to address issues and enhance the next sprint.

3.4. Sprint Payment

Payment Schedule will be monthly for the completed and accepted sprints within the month (max 4 sprints).

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her service during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.

The contractor's payment will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.

The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) – (Annex B)

Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) – (Annex B) signed by the Contractor’s personnel and project authority.

If the Contractor’s personnel fails to meet the agreed Acceptance criteria for any task, the NCIA reserves the right to withhold payment for that task/sprint. The daily activities represent 20% of the total NTE sprint cost.

4 PAYMENT SCHEDULE AND DELIVERABLES

The following deliverables are expected from this statement of work:

1. Complete the activities/tasks agreed in each spring meeting as per sections 2;

2. Produce sprint completion reports (format: e‐mail update), which include details of activities performed and the list of the deliverables of the week.

3. Payment Schedule will be monthly for the completed and accepted sprints within the month (max 4 sprints).

4. Payment schedule will be according to the payment milestones upon completion of the respective sprint.

Upon completion and validation of each sprint and at the end of the monthly milestone, following the acceptance of the sprint report.

5. The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same deliverables, at a later time, depending on the project priorities and requirements, at the following cost: for base year (2025) at the same cost, for following years (2026‐2027‐2028) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.

6. The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex B)

7. Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and the NCIA POC.

The following deliverables are expected from the service on this statement of work:

2025 BASE: 10 November 2025 to 31 December 2025:

Deliverable: 7 sprints of Provision of Workstation Support Engineer Support (Number of sprints is estimated and will be adjusted based on actual starting date.)

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

Subject on actual requirements, contractor performance and available funding.

2026, 2027,2028 OPTIONS: 01 JANUARY TO 31 DECEMBER 2026/2027/2028

Deliverable: 46 sprints of Provision of Workstation Support Engineer Support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

5 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

It is expected the service starts as soon as possible but not later than 10th November 2025 and ending no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027.

If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028.

6 CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.

All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.

All developed solutions, tools and code under this project will be property of the NCI Agency.

7 SECURITY

At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.

The performance of these services require a valid NATO SECRET security clearance.

The expected classification level of the deliverables is up to NATO SECRET.

The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.

8 COORDINATION AND REPORTING

The contractor’s personnel shall participate in weekly status update meetings, activity planning and other meetings as instructed.

The contractor shall report to the Section Head, User Services.

9 PRACTICAL ARRANGEMENTS

This is a deliverables‐based contract.

It is expected that ONE resource is providing the above services.

Contractor will be part of the NCIA NHQ/CSU Brussels – User Services Section.

9.1. Place of Performance:

The contractor will be required to provide the service 100% on‐site at NCIA, NATO Headquarters – Brussels ‐ Belgium. Due to the nature of the service Teleworking is not allowed

9.2. Operation Service:

The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the NCIA Brussels calendar.

9.3. NCIA Services:

NCIA will provide access to relevant networks and resources as required by the project.

9.4. Travel:

There will be no requirements to travel to other sites within NATO for completing these tasks.

In case this will concur, the travel costs will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price.

10 QUALIFICATIONS

[See Requirements]

Requirements

7 SECURITY

• At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.

10 QUALIFICATIONS

The consultancy support for this service requires following qualifications:

The consultancy support for this service requires a Workstation Support Engineer Support contractor with the following qualifications:

1) Essential qualifications:

• A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years post‐related experience;
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post;
• Very good knowledge and experience with operation and maintenance of modern, advanced heterogeneous and virtualised ICT technology (minimum of 8 years experience required);
• Very good knowledge and by preference practical work experience of current versions of Microsoft Windows operating systems in a large scale LAN‐based client‐server environment using Active Directory Services (minimum of 8 years experience required);
• Current knowledge and recent practical experience of managing and operating a virtual desktop infrastructure (VDI) (minimum of 5 years experience required);
• Very good awareness of security aspects and know how to implement security policies, with a good understanding and knowledge of systems usability (minimum of 5 years experience required);
• Very good knowledge of mainstream hypervisors (minimum of 5 years experience required);
• Very good awareness of security aspects and their technical implementation;
• ITIL Foundation certification.

2) Desirable qualifications:

• Experience with the support, implementation and management of Citrix CVAD;
• Experience with the support, implementation and management of VMware virtualization solutions;
• Experience with the support, implementation and management of Dell Wyse / HP Thin Device Management Solutions;
• Experience with the support, implementation and management of Microsoft AppV;
• Experience with the support, implementation and management of Microsoft Group Policy Management;
• Experience with the support, implementation and management of Microsoft SCCM;
• Experience with the support, implementation and management of Software Packaging & Deployment solutions;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.