Cisco Voice & Video Conferencing 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 – 2025-0249

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

• Advanced proficiency (3+ years) in Cisco Voice Technologies including Cisco CUCM, Cisco CUBE, and Cisco UCCX; ability to diagnose and resolve technical issues and support related software and network problems
• Advanced proficiency (3+ years) in Telecommunication Technology including TDM, ISDN, and troubleshooting legacy TDM PABX integration with Cisco Voice Technologies
• Intermediate proficiency (2+ years) in managing virtualized server platforms such as VMware vSphere and VMware vCenter
• Intermediate proficiency (2+ years) in integrating communication systems with PKI and Active Directory, specifically with Cisco products
• Intermediate proficiency (2+ years) in using monitoring platforms such as nGeniusOne, CA Performance Management, and CA Spectrum
• Beginner proficiency (1+ year) in scripting languages such as JavaScript, Python, or similar
• Intermediate proficiency (2+ years) in network troubleshooting including boundary protection devices, servers, and end users; experience with Splunk and nGeniusOne for log monitoring and analysis
• Intermediate proficiency (2+ years) in exercise/military operations support involving Telephony service products (e.g., Cisco, legacy PABX) in exercises, operations, and day-to-day military communications support
• Intermediate proficiency (2+ years) in supporting remote units with Telephony service products for daily operations, exercises, and remote operational support scenarios.

Working Location

• Mons, Belgium

Specific Working Conditions

• Contractor staff is expected to be reachable via means accepted by NCIA. Response time will not be more than 5 minutes. The on-call hours are after work hours (17:30-08:30 next day) during the week, and whole day until the start of next business day during the weekend (Saturday 00:00 Sunday 00:00, Sunday 00:00 – Monday 08:30). Contractor staff will treat the public holidays as weekend if exists during the on-call period. There will be cases where the on-call week might overflow to the next Work Package. In this case, the work initiated in the Work Package will be accepted at the next one and paid at the delivery of the next work package.

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.