Job Details

IT Support Engineer

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.

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 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:

• Assists in designing, verifying, documenting, amending and refactoring moderately complex software configurations for deployment.
• Applies agreed standards and tools, to achieve a well-engineered result.
• Collaborates in reviews of work with others as appropriate.
• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
• Applies system software parameters to maximise throughput and efficiency.
• Installs and tests new versions of system software.
• Contributes to preparation of software implementation procedures with fall back contingency plans.
• Carries out agreed network maintenance tasks and specified operational configuration of network components.
• Establish and diagnose network problems/faults using the required troubleshooting methodology and tools.
• Uses network management software and tools to collect agreed performance and traffic statistics.
• 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.
• Uses approved tools and techniques for specific deployment activities.
• Administers the recording of activities, logging of results and documents technical activities undertaken.
• Supports the installation, operation, management and maintenance of assigned Community of Interest (COI)/Functional Area Services (FAS), Databases and other Applications.
• Contributes to the planning and implementation of maintenance and installation work, including building and management of systems and components in virtualised computing environments.
• Responsible for effective System Administration of NATO Community of Interest Command and Control (C2) systems, including Joint Tactical Chat (JChat), NATO Command Operational Picture (NCOP) and associated C2 systems such as the Land, Maritime or Air Command and Control Information Systems (LC2IS / MCCIS /AIRC2IS), and other NATO-Off-The-Shelf (NOTS) applications.
• Provides Application Management support to the software applications and tools which are used by the customer in the AoR and defined in Service Level Agreements (SLAs).
• Documents design and configuration of assigned applications and the required operating procedures.
• Develops installation procedures and standards for hardware components of assigned systems.
• Implements procedures, tools and techniques for monitoring and managing the performance of applications and provides reports, as required.
• Responds to user requests for assistance and takes appropriate action to solve Community of Interest (COI)/Functional Area Services (FAS), Database and Application problems occurring in the CSU's AoR.
• Maintains and monitors database systems and support tools.
• Advises and supports day-to-day operation, control and monitoring of mission dedicated systems.
• Initiates and maintains liaison with other CSUs, Service Lines and other technical organizations.
• Investigates and proposes long term solutions to equipment and configuration problems.
• Performs other duties as may be required.

Essential Skills, Experience and Certifications:

• At least 3 years practical experience of implementation and maintenance of ICT end systems within a large organization.
• Good experience configuring hardware and software.
• Good understanding of ICT systems and the ability to work independently to solve problems.
• Hands-on experience troubleshooting technical issues and providing technical support to end-users.
• Training/Certifications: ITIL Foundation Certificate.

Desirable Skills, Experience and Certifications:

• Bachelor of Science (BSc) degree at a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content.
• Knowledge of Microsoft SharePoint Portal administration and troubleshooting.
• Knowledge of applications used to support service delivery such as system monitoring, event management, and performance analysis.
• Experience administering Functional Area Services such as JCHAT, JOCWATCH, ICC, JTS/FAST, LOGFAS, NCOP, TOPFAS, SEW, COREGIS, etc., as well as providing L1 support to a medium/big size community of users.
• Good experience configuring hardware and software.
• Good understanding of ICT systems and the ability to work independently to solve problems.
• Hands-on experience troubleshooting technical issues and providing technical support to end-users.
• Prior experience and a good knowledge of working with bespoke applications, NATO or national Community-of-Interest (CoI) services within an engineering environment.
• Current knowledge of advances in IS technologies and Service Management.
• Experience in System Administration of both Windows and Linux Server Operating Systems.
• Broad and sound technical knowledge and experience in distributed Information Systems as they are applied to modern Command and Control Information Systems (C2IS).
• Experience with MS SQL DB, other database packages, database queries and scripting.
• Experience in and a good working knowledge of Relational Databases management including backups, archiving and replication.
• Experience in Service Operation in an Enterprise Service Delivery environment including practical use of service management tools (e.g. ITSM).
• Prior experience working in an international environment comprising both military and civilian elements.

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:

• Norfolk, VA, USA

Working Policy:

• On-site

Travel:

• Some travel to other NATO sites may be required

Security Clearance:

• Valid National or NATO Secret personal security clearance