Principle ICT Support 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 – C005435

Role Background

• The Principal Technician is responsible for the installation, maintenance and repair of ICT systems and provides technical support to end-users. Working as an integrated, on-site member of the assigned service team, the successful candidate will also provide 24/7 immediate on-call response for Service Operations, delivering Level 2 AirC2 technical expertise and solutions against defined KPIs.

Role Duties and Responsibilities

Software Configuration

• Assist in designing, verifying, documenting, amending and refactoring moderately complex software configurations for deployment

• Apply agreed standards and tools to achieve a well-engineered result

• Collaborate in reviews of work with others as appropriate

System Software

• Monitor operational systems for resource usage and failure rates to inform and facilitate system software tuning

• Apply system software parameters to maximise throughput and efficiency

• Install and test new versions of system software

• Contribute to the preparation of software implementation procedures with fall-back contingency plans

Network Support

• Carry out agreed network maintenance tasks and specified operational configuration of network components

• Establish and diagnose network problems and faults using the required troubleshooting methodology and tools

• Use network management software and tools to collect agreed performance and traffic statistics

Systems Installation and Removal

• Install or remove hardware and/or software using supplied installation instructions and tools, including handover to the client

• Use standard procedures and diagnostic tools to test installations, correct problems and document results

• Record details of all components that have been installed and removed

• Assist users and follow agreed procedures for further help or escalation

• Contribute to the development of installation procedures and standards

Release and Deployment

• Use approved tools and techniques for specific deployment activities

• Administer the recording of activities, log results and document technical activities undertaken

Additional Duties

• Provide 24/7 immediate on-call response to Service Operations, with technical AirC2 expertise and Level 2 support for ticket response and resolution, meeting operational needs and defined KPIs

• Work as an on-site integrated member of the assigned service team when not on call

• Help with the design, development, test and on-site support of engineering changes to services, processes, organisation and operating model, in addition to daily service operations and maintenance tasks

Essential Skills, Experience and Certifications

• Higher vocational training in a relevant discipline with 3 years of related post-qualification experience, or a secondary education qualification with 5 years of related post-qualification experience

• At least 3 years of practical experience implementing and maintaining ICT end systems within a large organisation

• Good experience configuring hardware and software

• Good understanding of ICT systems and the ability to work independently to solve problems

• Hands-on experience troubleshooting technical issues and providing technical support to end-users

• ITIL Foundation or Advanced level training and certification

Desirable Requirements

• Network configuration and debugging/troubleshooting (TCP/IP, VPN, VLAN, firewall, DNS)

• Cybersecurity infrastructure understanding

• Software development or scripting in Java, C, C++, Python or other scripting languages

• Hardware and software configuration of server hosting platforms, including custom disk configurations with specific storage controllers, RAID configuration and redundancy management

• Strong analytical and problem-solving skills in remote server administration, log analysis and network tool usage (Wireshark)

Working Location

• The Hague, Netherlands

Working Policy

• Full-time on site. 24/7 immediate on-call response

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance