2024-0131 CFBLNet Network Ops Center Svc Desk (CTS) NETHERLANDS - 5 Sep RELAUNCH

Deadline Date:  Friday 5 September 2025
 
Requirement:   CFBLNet Network Operation Centre Service Desk service team member 1st line
 
Location:  The Hague, NETHERLANDS
 
Full Time On-Site:  Yes
 
Not to Exceed:  2025 BASE: 11 cycles, NTE € 22,275 (1 cycle at €2,025/cycle)
2026‐2027 and 2028 Option
 
Period of Performance:  2025 BASE: 13 October 2025
 
Required Security Clearance:  NATO COSMIC TOP SECRET
 
Please do  NOT  apply for any NATO contract positions unless you meet ALL the following criteria:

1. Current National or NATO SECRET clearance
2. Nationality of one of the NATO member countries
3. Current work visa for the specific location if applying for an in-country position

• The NATO Information and Communication Agency (NCI Agency) located in The Hague, The Netherlands, is providing the European and NATO CFBLNet NOC/PoP for European nations and NATO.
• In the light of these activities, the CFBLNet Service is looking for an experienced Network Operation Centre Service Desk service team member 1st line.
• More specifically, the work will be manning as part of a team the CFBLNet services desk and support roll out of and maintenance support of NATO CFBLNet Sites.

• Under the direction of the NCIA CFBLNet Service team, the 1 st line CFBLNet network service desk support service will support CFBLNet locations services by European and NATO CFBLNet NOC/PoP. This includes the following activities:
• Deliver 1 st line support service in the CFBLNet Network Operation Centre Service Desk during business hours and CFBLNet schedule initiative hours. "Business days/hours" means NCIA, The Hague, the Netherlands working days, Monday through Friday, daily from 9:00‐17:00 (CET/CEST)
• Exceptionally, during Initiatives, the daily service desk manning hours can shift front or backward as required. This is typically planned four weeks in advance. When these are outside business days these will be compensated in duration during following business days. If this occurs deliverable price remains unchanged.
• Key performance indicators:
• Initial response time during scheduled initiatives hours: Initiative hours/days: response within 15 minutes of an acknowledged reported service interruption and services desk call.
• Initial response time during business hours though outside scheduled initiatives hours: Initiative hours/days: response within 30 minutes of an acknowledged reported service interruption and services desk call.
• Support roll out and maintenance support of NATO CFBLNet Sites.
• Develop and operate the CFBLNet for NATO and related reference system in support of NATO organisational and national services subscribers.
• Support bug fixing and stability improvements.
• Create and update documentation.
• Investigate which are the best ways to solve a certain problem, documenting and presenting their pros and cons to the team.
• The services will be delivered at the NCIA CFBLNet facilities, The Hague, NLD.
• The contractor will be part of a team (Service manager, technical lead, CFBLNet services team, etc.) and will deliver service using Kanban teams. The execution of the service in this SoW is measured in cycle, where one person planned for a duration of 5 working days defines each cycle as deliverables produced. The content and scope of each cycle will be agreed with the Services manager and the technical lead during the planning meeting.
• The content and scope of each cycle will be agreed during the cycle‐planning meetings as covered in this section 3.

• All the documentation provided under this statement of work will be based on NCI Agency templates or agreed with project point of contact.
• All documentation and services desk records will be stored under the respective CFBLNet configuration management and/or in the provided NCI Agency tools.

• Place of Performance: The contractor will deliver services through NCIA AAS Framework contract (CO‐115786‐AAS+) for NCIA in The Hague, the Netherlands.
• Hours of Operation: NCIA Recognised Business hours/Holidays: Duty location official holiday schedule applies and will be provided to the contractor.
• NCIA Hours of Operations: Monday to Thursday 0830 - 1730 and Friday 0830 - 1530 (CET)
• Other: These services must be delivered by ONE contractor.

• A currently active NATO COSMIC TOP SECRET security clearance.
• More than 3 years experience working in IT Customer Support Centre
• More than 3 years excellent working knowledge of networking protocols and technologies including Ethernet, LAN, WAN & Security
• Ethernet: Excellent understanding of VLANs, Spanning Tree
• LAN: Excellent understanding of DHCP, NAT, OSPF, HSRP/VRRP, HA technologies
• WAN: Excellent understanding of Metro Ethernet, MPLS, BGP, QoS,
• Multicast: Understanding and experience troubleshooting Multicast in WAN-LAN
• Security: Strong understanding of policy based firewalls, content filtering, Intrusion, Prevention Systems, network monitoring systems, IPSEC and PKI
• Troubleshooting: Ability to analyze logs and diagnose network issues
• Work experience in roles requiring the ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
• More than 3 years strong working knowledge of Infrastructure, including virtualization, Cisco equipment, VMWare ESX
• More than 3 years good working knowledge for system administration on Windows and/or Linux
• Ability to develop and maintain clear and concise technical documentation, including procedures.
• Demonstrable ability to work autonomously and proactively and to follow internal processes

• Relevant Cisco, VMWare, ITIL Foundation certification

• Practical skills in writing scripts to support repetitive tasks automation (Terraform, Bash, Python or Ansible)
• Current knowledge of DevOps principles
• Familiarity with VMWare NSX-T
• Experience working with software defined networking solutions
• Familiar with cloud infrastructure of Azure and/or AWS

• Very good communication skills, both spoken and written, in English.
• Team player, always willing to help others and to share knowledge.
• Good collaboration skills, with the ability to work in a multinational and diverse team
• Growth mind set, always wanting to improve and to learn.