Principal ICT Support Technician

Spektrum; Den Haag; On-site; EUR 50,000 - 70,000; Full time

Job summary

Spektrum is seeking an ICT professional to support NATO NCIA services in The Hague. The role is on-site with a 24/7 on-call rota and involves configuring and maintaining ICT systems and providing Level 2 support to clients.

Required is higher vocational ICT training, 3+ years in ICT end systems, strong troubleshooting skills, and fluent professional English. NATO security clearance is preferred for this role.

Qualifications

• 3+ years implementing and maintaining ICT end systems in a large organisation.
• Hands-on troubleshooting and end-user support, Level 2.
• Fluent/ professional English and willingness for a 24/7 on-call rota.

Responsibilities

• Provide Level 2 support with 24/7 on-call response and resolve tickets per KPIs.
• Install, configure, test and remove hardware and software; document changes.
• Design, verify and refactor moderately complex software configurations for deployment.
• Monitor systems for resource usage and tune parameters for efficiency.
• Install and test new system software versions and contribute to procedures.
• Carry out network maintenance and diagnose faults with monitoring tools.
• Follow release and deployment procedures and log results.
• Assist users and upscale through agreed procedures.
• Help design and support changes to services, processes and operating model.
• Contribute to installation procedures and standards.

Skills

ICT end systems

Troubleshooting

On-call support

English (professional)

Education

Higher vocational training in ICT

Secondary qualification with 5 years

ITIL Foundation

Tools

Wireshark

VPN

TCP/IP

Job description

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 – C005433

Role Background

• You will install, configure, maintain and troubleshoot ICT systems, and provide Level 2 support with 24/7 on-call response to meet operational KPIs. You will work on-site as an integrated member of the service team and contribute to engineering changes and improvements to services and processes.

Role Duties and Responsibilities

• Provide Level 2 support with 24/8 immediate on-call response, handling tickets within defined KPIs
• Install, configure, test and remove hardware and software, record installed and removed components, and hand over to the client
• Design, verify, document and refactor moderately complex software configurations for deployment
• Monitor operational systems for resource usage and failure rates, and tune system software parameters for throughput and efficiency
• Install and test new system software versions and contribute to implementation and fallback procedures
• Carry out network maintenance, diagnose network faults and collect performance and traffic statistics with network management tools
• Follow release and deployment procedures and log results and technical activities
• Assist users and upscale through agreed procedures
• Help design, develop, test and support engineering changes to services, processes and the operating model
• Contribute to installation procedures and standards

Essential Skills, Experience and Certifications

• Higher vocational training in a relevant discipline with 3 years of related experience, or a secondary qualification with 5 years
• 3+ years of implementing and maintaining ICT end systems in a large organisation
• Good experience configuring hardware and software
• Hands-on troubleshooting and end-user technical support, including at Level 2
• Ability to work independently and solve problems
• Willingness to take part in a 24/7 on-call rota
• Fluent/ Professional English

Nice to Have:

• ITIL Foundation or advanced certification
• Network troubleshooting (TCP/IP, VPN, VLAN, firewall, DNS) and Wireshark
• Understanding of cybersecurity infrastructure
• Server hardware and storage configuration (RAID, storage controllers, redundancy)
• Remote server administration and log analysis
• Exposure to AirC2 or other command-and-control systems

Working Location

• The Hague, Netherlands (full time on-site)

Working Policy

• Normal office environment, 24/7 immediate on-call response

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance