Collaboration Systems Support Engineer

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 ID – C004198

Role Duties and Responsibilities

Systems integration and build:

• Provides technical expertise to enable the configuration of system components and equipment for systems testing;
• Collaborates with technical teams to develop and agree system integration plans and report on progress;
• Defines complex/new integration builds;
• Ensures that integration test environments are correctly configured;
• Designs, performs and reports results of tests of the integration build;
• Identifies and documents system integration components for recording in the configuration management system; Recommends and implements improvements to processes and tools.

Application support:

• Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures;
• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Systems installation and removal:

• Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client;
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results;
• Records details of all components that have been installed and removed;
• Assists users and follows agreed procedures for further help or escalation;
• Contributes to the development of installation procedures and standards.

Specific duties for this post:

• Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online);
• Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational;
• Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud);
• Participation in Incident Management, Service Request management representing Collaboration Services;
• Participation in Health and Risk Assessment;
• Provide inputs to Service Delivery and Service Improvement Plans as a SME;
• Execute periodic Continual Service Improvement activities;
• Stay abreast of technological developments relevant to the area of work such as Cloud technologies and Security;
• Collaborate with outsourcing workforce and help identify opportunities for outsourcing under their area;
• Deputize for higher grade staff if needed;
• Perform other duties as may be required.

Essential Skills and Experience

• At least 4 years' experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization;
• Proven experience in implementing, maintaining and validating Skype for Business and/or Exchange infrastructure solutions based on the commercial and governmental best practises;
• Excellent troubleshooting skills of the server (MS Exchange/Skype) and client side (MS Outlook/Skype desktop client);
• Demonstrable knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems, storage, and virtualization technologies;
• Practical experience of Windows Operating System, Active Directory, DNS, PowerShell scripting and the Exchange Management Shell;
• Very good experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms);
• Proven experience in handing and prioritizing multiple assignments;
• Proven experience in managing internal and external stakeholders;
• Very good experience with troubleshooting and providing end users' support;
• Very good problem solving and communication skills.

Desirable Skills and Experience

• At least 4 years of recent work experience, related to IT system administrator functions of Communication and Collaboration systems, in particular Microsoft Exchange, MS Teams and Skype for Business.
• Working knowledge in system management automation and monitoring;
• Good understanding of Application security, Internet security and IT data protection mechanisms;
• Awareness of industry's latest technology trends and applications, such as Cloud Applications and Security;
• Technical certification in Communication and Collaboration systems: MCSE or equivalent;
• ITIL v3/v4 Foundation certificate;
• 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 vocational training in a relevant discipline with 4 years post- related experience. Or a secondary educational qualification with 6 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 Top 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.