BICES-0003 Voice and VTC Technician (CTS) - THU 15 Oct

EMW, Inc.; Brussel; On-site; EUR 70,000 - 110,000; Full time

Job summary

EMW, Inc. is seeking a Voice and VTC Technician to deliver 2nd level support for secure Voice, Video, and Teleconferencing services at NATO HQ Brussels. The role requires handling complex issues, coordinating documentation, and participating in project deployment and testing within a secure facility.

The ideal candidate has 1+ year in Secure V3oIP, WAN/SIP expertise, and strong English proficiency. On-site work in Brussels is expected, with potential travel and compliance with NATO security

Qualifications

• The incumbent must have higher secondary education with at least 3 years post-related experience and 1 year post-related experience in secure collaborative services.
• At least 1 year of experience in maintaining, operating, and supporting Secure V3oIP.
• At least 1 year of experience in troubleshooting under pressure and deadlines.
• Experience in WAN networks, SIP trunking, creating and troubleshooting.

Responsibilities

• Provide 2nd level support for complex Voice, Video and Teleconferencing IP services.
• Assist in design, documentation, testing, and implementation of projects.
• Perform problem management, recovery, and maintenance activities for CIS security risk mitigation.
• Travel may be required, and work is in a secure NATO facility environment.

Skills

Secure V3oIP

SIP trunking

WAN networks

Documentation

English proficiency

Education

Higher secondary education with 3+ years related experience

Tools

Cisco Expressways

Cisco UCM

Job description

Deadline Date: Thursday 15 October 2026

Requirement: Voice and VTC Technician

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1672

Period of Performance: 2027 BASE period: 4th January 2027 until 31st December 2027

2028 OPTION period: Possibility to exercise this option from 1st January 2028 until 31st December 2028.

Required Security Clearance: NATO COSMIC TOP SECRET

Special Terms and Conditions: The contractor will be responsible for complying with the respective national requirements for working permits, visas, taxes, social security etc. whilst working on site at NATO HQ Brussels, Belgium. No special status is either conferred or implied by the host organisation, NATO HQ Brussels, Belgium to the contractor whilst working on site.

1. INTRODUCTION

The BICES (Battlefield Information Collection and Exploitation Systems) is an association of independent elements to enable the sharing and exchange of timely intelligence-related information between all NATO member nations, associated partner nations and the NATO organization. BICES capabilities are intended for national, NATO or coalition use, during peace, crisis and war, supporting decision-makers, deployed force commanders and tactical users. The BICES Group Executive (BGX) works as a facilitator maintaining the core network and coordinating the community-wide provision of capabilities and services operated at national/organisational level. BICES offers a number of services to support BICES users using mainly commercial off-the-shelf (COTS), open source but also an in-house developed software.

Within BGX, the BICES Support Unit (BSU) is responsible for managing the BICES services across the BICES NATO HQ Element that includes the following CIS functional areas by providing daily operational support: BGX Service Desk, Networking/Communications, Secure Voice & Video telecommunications platforms and Systems/Applications services, SharePoint, Call Manager support. Additionally, the BSU provides general maintenance functions, and quality assurance, and manages customer feedback. The BSU provides support related to IT Incidents, problems and service requests to the BICES NATO HQ Element users. The purpose of this Statement of Work (SOW) is to engage external contractor to staff the BSU.

2. JOB DESCRIPTION

Under the supervision of the BSU Chief, the incumbent’s primary role is to provide 2nd level support for complex technical resolutions in the area of Voice, Video and Teleconferencing IP related services and associated components. S/He provides support to the design, documentation, testing and implementation of projects, to include all stages of service transition processes. S/He is responsible for problem management processes by performing recovery, troubleshooting, maintenance and operational activities associated with secure Voice, Video, and Video Teleconferencing (VTC) over IP (V3oIP) services. S/He contributes to the investigation of possible security vulnerabilities, by performing in-depth analyses and provides reports to the Security Operations branch with recommended actions for the elimination, removal and/or mitigation of CIS security risks. The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries. The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury.

3. LOCATION OF DUTY

The location of duty is on-site at the NATO HQ offices in Brussels, Belgium.

4. TIMELINES

The base period of performance is 4th January 2027 to 31st December. If the 2028 option is exercised, the period of performance is 1 January 2028 to 31 December 2028.

5. TRAVEL

Occasional business travel may be required. Travel expenses will be reimbursed to the individual directly (in addition to the hourly rate) under NATO rules.

6. SECURITY AND NON-DISCLOSURE AGREEMENT

The contractor must be in possession of a NATO COSMIC TOP SECRET security clearance.

A signed Non-Disclosure Agreement will be required as per Annex C.

QUALIFICATIONS AND EXPERIENCE

Essential

The incumbent must:

• Possess higher secondary education with at least 3 years post related experience and possess at least 1 year post-related experience working in secure collaborative services;
• Possess at least 1 year of experience in maintaining, operating, and supporting daily Secure V3oIP;
• Possess at least 1 year of experience in assessing and solving technical issues in a troubleshooting environment, under pressure and with time constraints;
• Possess at least 1 year of experience in Wide Area Network (WAN) communications, router/switched based networks and routing protocols, with specific expertise on Session Initiation Protocol (SIP) trunking, creating, maintaining, and troubleshooting;
• Be able to prepare and maintain documentation, of a technical nature (e.g. configuration guides, diagrams, training preparations, requests for change);
• Possess level V (Advanced) of the English language.

Desirable

The following will be considered an advantage:

• Field experience and knowledge related to Session Border Controllers (SBC) Cisco expressways;
• Knowledge and experience working with Cisco Unified Communications Manager;
• Familiarity with NATO and national Information Technology (IT) security policies;
• Experience with the installation, configuration and maintenance of network based systems in accordance with NATO, BICES, and/or national security regulation.

SECURITY AND NON-DISCLOSURE AGREEMENT

The contractor must be in possession of a NATO COSMIC TOP SECRET security clearance.