Voice Technician en Spektrum

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 – 2025-0261

Role Background

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.

Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

- Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.

- Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications

The services integrate with other services and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q4’24 and onwards, the services are rapidly

evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

Role Duties and Responsibilities

• Incident Management
  • Provide prompt, professional, and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
  • Liaise with other teams in troubleshooting technical issues at various levels (network, backend, frontend, firewalls)
  • Perform root cause analysis in order to reduce repeating/recurring technical issues
• Request Fulfillment
  • Implement approved service requests and change requests (e.g. creation of new resources/configuration items, alteration of existing resources/configuration items).
• Maintenance
  • Implement security measures (patches, updates, etc..) on the systems manually with no to minimal downtime.
  • and frontend as a Subject Matter Expert to ensure the availability, continuity and optimum performance.
  • Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities
• On-Call Duties
  • Certain periods of the contract period, to be decided by the unit manager, be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.
• Continual Service Improvement
  • Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption.
  • Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need for support.
  • Identify and provide opportunities for continuous service improvements.

Essential Skills, Experience and Certifications

• The contractor shall manage and be responsible for all Contractor personnel.
• The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.
• The Contractor shall operate the equipment following the manufacturer’s requirements.
• The Contractor shall minimize the impact to the end users during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
• The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and assigned immediate supervisor.
• The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope
• The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.
• The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

Working Location

• Mons, Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance