Cisco Voice Technician

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 – 2025-0248

Role Background

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.

Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
• Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications

The services integrate with other services and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

Role Duties and Responsibilities

Incident Management

• Provide prompt, professional, and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
• Liaise with other teams in troubleshooting technical issues at various levels (network, backend, frontend, firewalls)
• Perform root cause analysis in order to reduce repeating/recurring technical issues

Request Fulfillment

• Implement approved service requests and change requests (e.g. creation of new resources/configuration items, alteration of existing resources/configuration items).

Maintenance

• Implement security measures (patches, updates, etc..) on the systems manually with no to minimal downtime.
• Perform all administration and maintenance tasks required at the backend and frontend as a Subject Matter Expert to ensure the availability, continuity and optimum performance.
• Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities

On-Call Duties

• Certain periods of the contract period, to be decided by the unit manager, be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.

Continual Service Improvement

• Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption.
• Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need for support.
• Identify and provide opportunities for continuous service improvements.

Essential Skills, Experience and Certifications

• Cisco Voice Technologies (Advanced, 3+ years)
  • Strong knowledge of Cisco CUCM, Cisco CUBE, Cisco UCCX
  • Expertise in diagnosing and resolving technical issues
  • Support for software and associated network-related problems
• Telecommunication Technology including TDM (Advanced, 3+ years)
  • Management of call distribution lists and voice mailboxes
  • Experience with ISDN and TDM technologies
  • Troubleshooting legacy TDM PABX and Cisco Voice Technology integration
• Virtualized Server Platforms (Intermediate, 2+ years)
  • Proficiency in managing VMware vSphere and VMware vCenter environments
• Communication Systems Integration with PKI and Active Directory (Intermediate, 2+ years)
  • Experience integrating Cisco products with Active Directory and PKI
• Monitoring Platforms and Protocols (Intermediate, 2+ years)
  • Familiarity with tools such as nGeniusOne, CA Performance Management, and CA Spectrum
• Scripting Experience (Beginner, 1+ year)
  • Basic scripting knowledge in JavaScript, Python, or similar languages
• Networking (Intermediate, 2+ years)
  • Ability to troubleshoot basic network issues, including boundary protection devices
  • Experience with Splunk log monitoring and analysis
  • Use of nGeniusOne for network monitoring and analysis
• Exercise/Military Operations Support – Desirable (Intermediate, 2+ years)
  • Experience supporting exercises or operations in military IT environments using Cisco and legacy PABX telephony systems
  • Understanding of telephony service use cases in operational and exercise contexts
• Remote Support Units – Desirable (Intermediate, 2+ years)
  • Experience supporting remote units with telephony systems (Cisco, legacy PABX) for daily activities and operations
  • Knowledge of support models for telephony services in remote or field military environments

Working Location

• Mons, Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• NATO Cosmic Top Secret /NATO Secret, in progress of upgrade to NATO Cosmic Top Secret.

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.