BMD OPSLOOP Voice Support Engineer
Spektrum
Recevez plus de réponses des employeurs
Envoyez un CV adapté au poste en quelques minutes.
Résumé du poste
Spektrum is seeking a BMD OPSLOOP Voice Support Engineer to provide on-site technical and operational support for NATO voice services in Mons, Belgium. You will ensure voice services remain available, secure, and fully operational, performing daily readiness checks and troubleshooting issues across CUCM, CUBE, and UCCX environments.
The role requires experience with OpenScape Alarm Response, ITSM, and monitoring platforms, plus ability to support high-visibility events.
Qualifications
- Experience with OpenScape Alarm Response (OScAR) Server and Cisco Voice technologies (CUCM, CUBE, UCCX).
- Experience troubleshooting voice, software, hardware and network issues.
- Experience using ITSM tools and IT service management practices.
- Experience in a military IT or similar operational environment is highly relevant.
Responsabilités
- Provide first-line technical support for BMD OPSLOOP Voice Services and ensure operational continuity.
- Perform daily readiness checks and troubleshoot voice, hardware, software, and network issues.
- Install, configure, and maintain voice systems and support large conferences or VIP events as required.
- Maintain incident records, tickets, logs, and documentation; monitor system availability and performance.
- Escalate issues to senior teams and contribute to continual service improvement.
- Work with OScAR, CUCM, CUBE, UCCX, ISDN/TDM tech and legacy integrations to ensure service stability.
Connaissances
Formation
Outils
Description du poste
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 ID – RFQ 2026-0122 / CO-115786-AAS Role Background
The BMD OPSLOOP Voice Support Engineer will provide on-site technical and operational support for BMD OPSLOOP Voice Services at the NCI Agency in Mons, Belgium.
The role focuses on keeping voice services available, secure, reliable, and fully operational. The engineer will provide first-line technical support, perform daily readiness checks, troubleshoot voice and network-related issues, support installations, maintain systems, and assist users before, during, and after meetings.
The position forms part of the NATO Digital Workplace Centre (NDWC), Shared Workspace Group (SWG) and supports both daily operations and high-visibility activities such as conferences, VIP meetings, and other events.
- Provide first-line technical support for BMD OPSLOOP Voice Services.
- Ensure voice services remain functional, available, secure, and fully operational.
- Perform daily preventive readiness checks on BMD OPSLOOP Voice systems.
- Troubleshoot voice, hardware, software, and basic network-related issues.
- Escalate complex or critical issues to the appropriate support teams.
- Maintain accurate incident records, tickets, operational logs, and technical documentation.
- Support installation and configuration of standard BMD OPSLOOP Voice systems.
- Monitor system availability, reliability, and performance.
- Perform preventive maintenance and post-maintenance functional testing.
- Analyze incidents, service requests, and fault trends to identify recurring technical issues.
- Support OpenScape Alarm Response (OScAR) environments.
- Support Cisco voice technologies and their integration with legacy telephony environments.
- Support legacy TDM/PABX integration with Cisco Voice technologies.
- Manage or support call distribution lists, voice mailboxes, ISDN, and TDM technologies.
- Monitor the environment using relevant infrastructure and performance monitoring platforms.
- Assist users with technical issues and provide clear guidance.
- Provide user support before, during, and after meetings.
- Provide additional technical support for large conferences, VIP meetings, and high-visibility events when required.
- Identify opportunities for continual service improvement.
- Implement approved improvements while maintaining service stability, security, and compliance.
- Use the ITSM system for incident and service management.
- Support service reporting and documentation requirements.
- Strong knowledge of OpenScape Alarm Response (OScAR) Server.
- Strong knowledge of Cisco Voice technologies, including:
- Cisco Unified Communications Manager (CUCM)
- Cisco Unified Border Element (CUBE)
- Cisco Unified Contact Center Express (UCCX)
- Experience troubleshooting voice, software, hardware, and associated network issues.
- Knowledge of call distribution lists and voice mailbox management.
- Knowledge of ISDN and TDM technologies.
- Experience integrating legacy TDM/PABX environments with Cisco Voice technologies.
- Experience with monitoring tools such as:
- nGeniusONE
- CA Performance Management
- CA Spectrum
- Knowledge of VMware vSphere and VMware vCenter.
- Basic scripting knowledge using JavaScript, Python, or similar languages.
- Knowledge of Active Directory, Group Policy, and Windows Update management.
- Understanding of IP networking fundamentals related to OScAR environments.
- Strong troubleshooting and analytical skills.
- Knowledge of IT security best practices.
- Familiarity with ITIL practices and ITSM tools.
- Strong communication and interpersonal skills for end-user support and training.
- Ability to work independently and within a technical team.
- Ability to prioritize tasks and meet deadlines.
- English proficiency equivalent to the language level specified by NATO, approximately B2–C1 / Upper Intermediate–Advanced.
- 3–5 years of experience managing OpenScape Alarm Response (OScAR) Server and working with Cisco Voice technologies such as CUCM, CUBE, and UCCX.
- At least 3 years of experience managing call distribution lists, voice mailboxes, ISDN, TDM technologies, and legacy TDM PABX integrations with Cisco Voice environments.
- At least 2 years of experience with monitoring platforms such as nGeniusONE, CA Performance Management, and CA Spectrum.
- Experience troubleshooting hardware, software, voice, and network-related problems.
- Experience with VMware vSphere and vCenter.
- Experience using ITSM tools and working according to IT service management practices.
Experience working in a military IT or similar operational environment is particularly relevant. We specifically seek candidates with knowledge of telephony products such as Cisco, legacy PABX, and OScAR and how these technologies are used to support military exercises, operations, and day-to-day requirements.
- A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Equivalent practical professional experience and relevant industry certifications may also be considered.
Mons, Belgium – On-site at NCI Agency.
- On-site position in Mons, Belgium.
- Work will be performed in a typical office environment within a designated Class II Security Area.
- No regular travel is required.
- Base period: 1 September 2026 (tentative) – 31 December 2026.
- Potential extension for 1 January–31 December 2027.
- Potential further extension for 1 January–31 December 2028.
- ITSM system usage is mandatory.
- Support may occasionally be required for large conferences, VIP meetings, or other high-visibility events.
- CTS (Cosmic Top Secret) clearance is required.
- A candidate holding NATO Secret with CTS upgrade in progress may be accepted, provided CTS clearance is obtained by the end of October 2026.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
