Senior IT Support Technician

Spektrum; Brunssum; On-site; EUR 70,000 - 100,000; Full time

Job summary

Spektrum seeks an experienced Level 2 technical and service management professional to support SIGINT COINS components for NATO related services. You will respond to tickets, install and monitor systems, and escalate complex issues while collaborating with Level 3 teams and SMEs across the JSSC user community.

The role requires strong IT knowledge, security awareness, and the ability to work in a multinational NATO environment with occasional travel to NATO sites.

Responsibilities

• Respond to, document, categorize and resolve Level 2 tickets (incidents, service requests, changes, RFIs) per internal processes
• Install, maintain, monitor and support SIGINT COINS components, including during Operations, Missions and NATO exercises
• Escalate complex issues to Level 3 support and assist with troubleshooting/debugging
• Serve as Subject Matter Expert for JSSC applications to the user community and Communities of Interest
• Apply patches and software updates; coordinate outages per Approved Service Interruptions and security audit findings
• Participate in the SIGINT Change Advisory Board (CAB) to support validation of new software releases
• Participate in daily reporting/planning meetings and relevant workshops, events and conferences

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 – C004984

Role Background

• Supporting the JISR Services Support Centre (JSSC), this role provides Level 2 technical and service management support across SIGINT COINS components, resolving incidents, service requests and change requests through the organisation’s ticketing systems while contributing subject matter expertise to the wider user and COI community.

Role Duties and Responsibilities

• Respond to, document, categorize and resolve assigned Level 2 tickets (incidents, service requests, changes, RFIs) per internal processes
• Install, maintain, monitor and support SIGINT COINS components, including during Operations, Missions and NATO exercises
• Escalate complex issues to Level 3 support and assist with troubleshooting/debugging
• Serve as Subject Matter Expert for JSSC applications to the user community and Communities of Interest
• Apply patches and software updates; coordinate outages per Approved Service Interruptions and security audit findings
• Participate in the SIGINT Change Advisory Board (CAB) to support validation of new software releases
• Participate in daily reporting/planning meetings and relevant workshops, events and conferences

Essential Skills, Experience and Certifications

• Background in computer science / information technology with strong complex-problem analysis skills
• Advanced knowledge across: 2-Tier Leaf-and-Spine data center architecture; hyper-converged infrastructure and virtualization; PaaS/SaaS/IaaS cloud services; TCP/IP addressing/subnetting (LAN/WAN); IP link encryption devices; data-at-rest encryption; switching/routing protocols including VoIP and ONIE; Information Assurance (firewalls, antivirus, DLP, IDS/IPS)
• Strong Microsoft Server administration experience: Active Directory, DFS, Windows deployment, SCCM, PowerShell automation, Exchange
• Experience deploying NATO Functional Area Services, including Geospatial services
• MS SQL Server administration (install, configuration, maintenance, backup policies)
• Solid grounding in DNS, DHCP, WSUS, GPOs, load balancing, PKI/certificates, ADFS
• Server hardware/software configuration, custom storage/RAID configuration and redundancy design
• Excellent spoken/written English
• Strong MS Office and reporting tool proficiency
• Solid grasp of TCP/IP, OSI layers, firewalls and security principles
• Self-motivated, able to work independently and within a team
• Strong problem-solving and communication skills

Desirable

• ITIL 4 Foundation/Specialist, CCNA/CCNP, Microsoft certifications
• Trellix experience
• Detailed understanding of NATO or national cybersecurity/defence policy context
• Background in CIS support/maintenance
• Valid national driving license (EU category B equivalent)
• Prior NATO FAS / software lifecycle / policy exposure

Working Location

• Brunssum, Netherlands

Working Policy

• Full-time On-Site
• Participate in on-call rotation with flexible 8hr/5-day shift scheduling based on operational needs

Travel

• Some travel to other NATO sites may be required

Security Clearance

• NATO Cosmic Top Secret required.