Service Delivery Support Engineer..

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 – 2024-0235

Role Duties and Responsibilities

The Engineer will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s);

• The Engineer will have to resolve tickets covering a wide range of Level 2 and Level 3 activities, for example:
  o Install, maintain, monitor and support the JSSC services (Intel-FS, ANB,
  Release Server, CoreGIS, HMART, CSD IPL/IWS, ICMT, AOSS, NAMIS,
  NABIS, REACT) mainly in support of Operations, Missions and NATO
  exercises;
• Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes;
• Escalate issues to level 3 support team as appropriate, support in the troubleshooting and debugging of found issues (document and elevate trouble tickets from ITSM into Azure DevOps work items, as well as support in their resolution and testing);
• Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information);
• Get involved in User Acceptance Testing for new software releases in both organizing and test execution (supporting the Change Requests);
• Apply patches and install ISR software updates, coordinate outages (according
  to agreed Approved Service Interruptions, Security Audit Findings, regular
  software updates);
• Participate in NRF/ARF/Enterprise CABs as needed to support new software releases in the validation and verification process (support to Change
  Requests);
• Provide support in maintaining the NATO Software Factory infrastructure, user
  and rights management, software updates and internal activities;
• Interface between JSSC applications and inter-operable FASes from other
  Business Areas;
• Participate in on-call support. He/she also adheres to flexible 8 hrs/5 days a
  week shifts, which may be scheduled on-demand based on operational needs.
  This scheduling flexibility ensures that the duty activities can start earlier or later in a day, providing consistent and adaptable support in alignment with the organization’s r