IT Support and Logistics Specialist

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

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 Background

Due to increasing NATO exercise activity, NCIA (NATO Communications and Information Agency) CIS (Communications and Information Systems) Support Unit (CSU) Stavanger, located in Sta-vanger, Norway, (further referred to as “Purchaser”), is seeking technical service support in the timely and quality transportation, installation, maintenance, processing, troubleshooting (incident resolution) and teardown of NATO CIS equipment to allow the secure connection, access and pro-cessing of information by end users, in the Stavanger area and a wider Geographical Area of Re-sponsibility (GAoR) within NATO boundaries when required.

CSU Stavanger is the key enabler for Joint Warfare Centre (JWC) in delivering evaluation/certifica-tion exercises at the NATO operational and strategic level. For every exercise, the CSU builds a new headquarters; rooms with all CIS equipment for up to 1.200 users. As exercises are time con-strained in nature and require rapid resolutions to ensure the full benefits of NATO and Nations’ funding, the procurement will support users in obtaining instant Level 1 to 3 assistance for all CIS services provided, to facilitate the exercises’ goals and objectives and hereby certification of head-quarters’ on the commitment plan.

This includes staffing of a Technical Assistance Centre (Service Kiosk) where Exercise Control (EX-CON) staff and Training Audiences are met in an obliging, attentive manner, and rapidly assisted with their technical or user oriented problems, to speedily resolve any issues that could hamper their on-boarding and work, and remove any obstacles to ensure their achievement of Training Objectives within the dense Battle Rhythm and time constrained exercise period.

This service sits within the CSU Stavanger Service Support Branch (SSB). The Service Support Branch directs, coordinates, supervises and executes all local Hardware Services, Audio-Visual (AV) and Video Tele-Conferencing (VTC) facilities requested by the customer. SSB provides local Level 1 and 2 support, for locally hosted services up to Level 3. SSB is responsible for the provision of limited support to corporate customers within the CSU GAoR.

SSB is locally responsible for the installation, operation, maintenance and administration of assigned IT, Network, Cable and telephone systems as well as all operating hardware systems. SSB ensures physical control and management of all AV, VTC and Voice and Video (V2) equipment, including two highly advanced auditoriums.

Role Duties And Responsibilities

• Provide imaged end-user equipment to CSU POC.
• Assist CSU Logistician with transportation from warehouse to JWC/CSU facility.
• Unpack laptops/desktops and other equipment.
• Study Event Build Plan (C4 Support Plan) to deter-mine correct location of equipment and deploy equipment accordingly. Connect equipment to wall outlets in accordance with the Event Build Plan and perform imaging process.
• Provide copy of signoff from CSU POC in accord-ance with Event Build Plan (C4 Support Plan) by CIS ready date.
• Deploy/distribute and setup CIS/AV assets in ac-cordance with the Customer provided Event Build Plan (C4 Support Plan) by CIS ready date.
• Verify functionality of newly installed CIS equipment via login to respective domain(s). Perform trouble-shooting where necessary.
• Ask for signoff from CSU POC on setup
• Provide daily summary of Incidents /Service Re-quests that required support to CSU POC, and cur-rent status.
• Staff the Technical Assistance Centre Services (Service Kiosk) and support the Incident Manage-ment process.
• Monitor ITSM ticketing tool queue for Incidents and Service Requests such as requests for new hard-ware or replacement of hardware (e.g. end-user equipment, monitors, peripherals etc.) and software.
• Troubleshoot reported issues and provide 1st Level Incident support to include provision of assistance to staff as required.
• If not resolvable at 1st Level, move Incident/Service Request to next Level support and inform customer.
• Maintain comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common is-sues.
• Gather user feedback on the provided IT services. Analyse the user feedback to identify areas for im-provement.
• Teardown the CIS build in accordance with (TAB Q of the) Event Build Plan (C4 Support Plan)
• Where required/requested, disconnect CIS assets at location.
• Return any assets to their original location in accord-ance with (TAB Q of the) Event Build Plan (C4 Sup-port Plan).
• Where applicable, transport/re-deploy assets back to CSU warehouse in co-ordination with CSU Logistician.
  
  

Essential Skills And Experience

• Minimum 2 years’ experience working in a CIS environment
• Minimum 2 years’ experience supporting IT users, desktop hardware and software
• Minimum 2 years’ experience working in an IT administration role, predominantly within a Microsoft Windows environment
• Experience in a Service Support or Service Desk environment with a customer sup-port/focused approach, and in the use of related software/toolsets (e.g. ITSM)
• Practical experience detecting and troubleshooting technical issues of end-user equip-ment and peripheral devices
• A strong understanding of CIS systems and the ability to work independently
• Knowledge and experience of network configuration and troubleshooting
• Experience of providing hands on technical assistance across a diverse range of CIS equipment including but not limited to Workstations, Laptops, scanners, printers, AV and VTC equipment
• Working knowledge of the capabilities and deployment of workstations and laptops
• Working knowledge of current operating systems and office automation software
• Working knowledge of ITIL processes and procedures (incident, change, configuration and asset management)
  
  

Desirable Skills And Experience

• Computing Technology Industry Associating (CompTIA A+) or Microsoft Certified IT Profes-sional certification
• Working knowledge of SharePoint
• Background and experience in NATO static and deployable CIS equipment and networks
• Working knowledge of policy, procedures, and organization of NATO CIS
• Working knowledge of ITSM ticketing tools (BMC Remedy).
  
  

Language Proficiency

• Business English
  
  

Working Location

• Stavanger, Norway
  
  

Working Policy

• On-Site
  
  

Travel

• Some travel to other NATO sites may be required
  
  

Security Clearance

• Valid National or NATO Secret personal security clearance
  
  

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.