Engineer (ICT Systems Operations, Administration and Maintenance) - Norfolk, United States - Spektrum

Description

Job Description

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 Duties and Responsibilities

• Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
• Providing superior customer service experience utilising effective communication techniques;
• Install and configure Desktop Services
• Providing initial point of contact for all network users;
• Serving as the Incident Manager overseeing corrective actions for all network incidents;
• Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
• Performing testing and evaluation of supported hardware and software (firmware and drivers);
• Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality;
• Prepare activity reports and craft recommendations for upper management review and approval;
• Directs the creation of documentations and presentation of metrics data critical to network usage and stability
• Ensures Service Desk personnel are properly trained according to the needs of the organization;
• Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents);
• Support team members through collaborative actions to enhance the customer experience;
• Perform corrective actions, under direction of the Section Head, to support Problem Management;
• Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment

Essential Skills and Experience

• At least 3 years recent practical experience within a CIS Service Operations environment;
• At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
• At least 1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
• Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).

Desirable Skills and Experience

• Formal qualification in PC hardware repair and configuration;
• Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
• Knowledge of policy, procedures and organization of NATO CIS
• Working knowledge of ITIL processes and procedures.
• Good working knowledge of ITU-T standards and recommendations.
• Practical experience in diagnosing deficiencies in networks and associated equipment.
• Experience in working in a Service desk environment
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Education

• Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience

Working Location

• Norfolk, VA, USA

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Contract Duration

• Jul 2024 – Dec 2024

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.