Helpdesk and User Training Technician

il y a 3 semaines

Mons, Belgique Spektrum Temps plein

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.

**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.

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.

**Introduction**

Although functionally located within the J1 Division at SHAPE, the HRD Branch has the responsibility to provide services and support to all subscribing NATO HQs and organisations spread across 10 time zones (Norfolk VA, USA to Baghdad, IRQ) and providing up to a 12-hour daily helpdesk and support service, Monday to Friday. In addition, due to differing national holidays, HQs' stand-downs and operational commitments, the Branch may be required to provide limited helpdesk hours or business support on weekends and holidays.

**Role Background**
- The Establishment Review Tool (ERT). NATO's establishment and job description management and approval system. The tool was developed by and is wholly owned by NATO.
- The ACO/ACT & Missions Identification System (AMIS). The NATO identity management system responsible for producing and managing identity cards for the whole of the NCS and all additional subscribing NATO HQs and organisations. AMIS is based upon the underlying COTS products manageID, version 4, by Creative Information Technologies, Inc. and is interfaced to APMS for the personnel data.
- The NATO System for Tracking Entitlements & Privileges (NSTEP). The NATO electronic entitlement and ration card system. The tool was developed by ATOS Convergence Creators, is wholly owned by NATO and interfaces with both APMS and AMIS.
- The NATO Installation Access Control System (NIACS). A mobile AMIS validation capability. The tool was developed by and is wholly owned by NATO.
- The Integrated Security and In Processing System (ISIPS). A bespoke system based upon VB6 and.NET technologies. ISIPS is a management tool used by some HQs in order to meet their commitments to the Host Nation (HN). It provides a means by which essential data can be exchanged with the HN. The tool was developed by ATOS and is wholly owned by NATO.

**Role Duties and Responsibilities**

The Helpdesk (Level 0 Support), User Training and HR Data Maintenance Service provides a Level 0 HRDS business helpdesk, training and workforce data maintenance for a specific set of NATO commands and users. The resources assigned to the service will have to work together with HRDS military staff (1 x OF-3 and 1 x OR-7), as well as the COTRs and other branch personnel. The primary tasks/deliverables will be:

- Provide Helpdesk assistance to HRDS Users at all HQs across NCS, Operational theatres, IMS, NCIA, NFS and MoU organisations.
- The Helpdesk Manager / COTR will plan the monthly HRDS Helpdesk tasks on rotational basis with the following possible roles:

- Act as Secondary Helpdesk Clerk supporting the Primary Helpdesk Clerk by taking over calls when he is busy and processing the incoming helpdesk tickets in the background.
- Comply with the following helpdesk Key performance indicators:

- The respons

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