Senior End-User Support Specialist

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 – C004217

Role Duties and Responsibilities

• Support the effectiveness and efficiency of Assigned IT Services in the area of responsibility (Operations & Lifecycle Management), such as Managed Devices, REACH Mobile Workspace, Print/Scan/Copy, and Enterprise Managed Mobility Devices throughout the service lifecycle, participating to each function as well as coordination and communication between support and service provider under the guidance of Section Head and Team Leader.
• Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure Assigned services remain operational to guarantee the compliance with defined SLAs and ensure that the Assigned services remain operational on the state-of-art established and agreed.
• Maintain working knowledge of most recent technology developments
• Ensure that implementation and maintenance of authorized software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security.
• Identification of operational problems and contribution to their resolution
• Give technical briefings and presentations; write and/or review technical reports, designs and point- papers for publication
• Provide personal, technical and professional support and guidance for section staff and in the development and tutoring to staff as an integral part of their career development
• Monitors service delivery performance and takes corrective action where necessary; participate to Services Management and Control Activities as required. Analyse and validate operational reporting based on KPI on available underpinning contracts; contribute to definition of KPI or their enhancement as required.
• Actively participate and support Continuous Service Improvement (CSI) for assigned services.
• The incumbent may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract. He/she may be required to perform on-call support during off-duty hours.
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.

Essential Skills and Experience

• Excellent knowledge of tools and technology related to end-user devices (i.e. MS Office packages, email client, computer drivers, workstations and laptop external devices);
• Excellent troubleshooting skills in LAN / WAN and client / server environments;
• Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions);
• High working knowledge of directory services such as Active Directory;
• High working knowledge in configuring Client devices via Active Directory GPO;
• High knowledge of TCP/IP based networks and related protocols;
• Deep experience on Windows PowerShell scripting and Windows Scripting Host;
• Detailed knowledge of Virtualization Client Solutions (VMWare V- Sphere);
• Deep experience on McAfee ePO and related security areas;
• At least seven years of experience in managing and Administering User's client devices (e.g. Desktops, Workstations, Thin/Zero Clients, Laptops);
• Good experience in Client Deployment solution, such as Microsoft System Center Configuration Manager (SCCM) or Microsoft Deployment Toolkit (MDT);
• Proven experience in application packaging solutions for virtualized a non-virtualized environment;
• Experience in Incident, Request Fulfilment and Problem Management;
• Experience in usage of Tickets management tools (for instance ITSM);
• At least two advance certification or, in alternative, at least four intermediate certification from the following table or equivalents valid certifications (but not limited to):
• Intermediate :
  • Windows Server Hybrid Administrator Associate
  • Microsoft 365: Enterprise Administrator Expert
  • Microsoft Office Specialist: Outlook 2013
  • Azure Virtual Desktop Specialty
  • Microsoft Office Specialist 2013 Master
  • Security Operations Analyst Associate
  • Modern Desktop Administrator Associate
  • VMware Technical Associate Certification (End-User Computing)
  • McAfee Certified Product Specialist – ePO
• Advance :
  • Enterprise Administrator Expert
  • Microsoft Office Specialist: Expert (Microsoft 365 Apps)
  • Microsoft Office Specialist: 2016 Master
  • VMWare Professional Certification (VCP)
  • McAfee Certified Security Specialist – NSP

Competencies or Personal Attributes:

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well;
• Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment;
• Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions;
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals;
• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Desirable Skills and Experience

• Prior experience of working in an international environment.
• Working knowledge of ITIL v3/v2011 or ITIL 4.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies

Language Proficiency

• Business English
• French is desirable

Education

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

Working Location

• Braine l'Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance