Service Desk Operator

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 – BICES-0004

Role Background

The BICES (Battlefield Information Collection and Exploitation Systems) is an association of independent elements to enable the sharing and exchange of timely intelligence-related information between all NATO member nations, associated partner nations and the NATO organization. BICES capabilities are intended for national, NATO or coalition use, during peace, crisis and war, supporting decision-makers, deployed force commanders and tactical users. The BICES Group Executive (BGX) works as a facilitator maintaining the core network and coordinating the community-wide provision of capabilities and services operated at national/organisational level. BICES offers a number of services to support BICES users using mainly commercial off-the-shelf (COTS), open source but also an in-house developed software.

Within BGX, the BICES Support Unit (BSU) is responsible for managing the BICES services across the BICES NATO HQ Element that includes the following CIS functional areas by providing daily operational support: BGX Service Desk, Networking/Communications, Secure Voice & Video telecommunications platforms and Systems/Applications services, SharePoint, Call Manager support. Additionally, the BSU provides general maintenance functions, and quality assurance, and manages customer feedback. The BSU provides support related to IT Incidents, problems and service requests to the BICES NATO HQ Element users.

Role Duties and Responsibilities

• Under the supervision of the BSU Chief, the incumbent’s primary role as a Service Desk Operator is to provide first contact support, log calls, mails and ensure incidents and/or service requests are resolved or escalated in accordance with established procedures via the ticketing system.
• Additionally, s/he is to provide support for technical troubleshooting and provide operational support in the area of secure Voice, Video, and Video Teleconferencing (VTC) over IP (V3oIP) related services and associated components.
• S/He is responsible for the day to-day incident and operational monitoring activities associated with secure V3oIP services, secure communication and system management.
• The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries.
• The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury.
• The incumbent may should maintain contacts with peer Service Desks from BICES NATO HQ Element and BICES Nations, as required.
• S/He interacts with counterparts locally, at ACO and SACT, NAMSA, NCIA and Component Commands. Additionally, the incumbent may be required to liaise with commercial organizations for the purpose of service enhancement or maintenance.
• S/He provide guidance primarily to BICES NATO HQ Element users to BGX and the BICES Community personnel as needed.

Primary role

• Assist in the development, validation and usage of the Standard Operating Procedures (SOP) and troubleshooting guides for incidents and requests, ensuring accuracy and standardization of implemented procedures;
• Manage and follow the proper procedures to have manuals and documentation in the
• Knowledge Bank up to date and available for all Service Desk Operators in BGX, and in the Federated Service Desk in order to have the same working procedures;
• Assist in implementing and improving the functionality of the dashboards of the monitoring system;
• Provide BGX End User Support for IT equipment implementation in all the offices;
• Assist the Configuration Management process, by updating the Configurations Management Database (CMDB) and providing data to be tracked and included into the
• CMDB, and participate in all auditing, accounting and verification processes;
• Support the periodic testing of Disaster Recovery/Business Continuity Plans, and report findings with recommendations on improvements for further developments;
• Provide training on the following areas: Ticketing system training;
• Have a flexible approach to working hours, with some early starts and later finishes.

Essential Skills, Experience and Certifications

The incumbent must have at least 1 year of experience in a Service Desk environment including:

• Working with ITIL;
• Using office tools (Outlook, Word, Excel, PowerPoint);
• Working with classified materials;
• Troubleshooting computers or other lT-equipment;
• Assessing and solving technical issues in a troubleshooting environment and under time pressure constraints;
• Using computers and software in Windows and Linux environments;
• Working with SharePoint;
• Using Voice/Video over lP technologies with trunking of voice and video end user devices and required protocols;
• Performing customer service responsibilities
• Formal Certificates in Microsoft and Linux systems;

Desirable Skills, Experience and Certifications

• Recent experience in Military Operations, with Coalition Operations experience highly desired;
• Expertise in Blade Server and SAN technologies;
• Professional experience as a Systems Administrator with knowledge of both Microsoft Windows and Linux platforms;
• Previous experience as Network Technician working in an lP based network utilizing cryptographic materials;
• Knowledge of LAN/WAN communications, router-based networks, and internet/intranet and web-based technology;
• Experience in working with WEB systems and services

Education

• Secondary education

Working Location

• Brussels, Belgium

Working Policy

• On-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Cosmic Top Secret personal security clearance