Deadline Date:
Friday 29 August 2025
Requirement:
Desktop Engineering Support with Specialization in Scripting
Location:
Braine-l'Alleud, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE/ week 4,455 EUR (max.16 weeks, total NTE 71,280 EUR)
2026 - 2027 and 2028 Options
Period of Performance:
2025 BASE: 13 October 2025
Required Security Clearance:
NATO SECRET
Purpose:
The purpose of this Statement of Work (SoW) is to describe the services for desktop computing engineering support required by the Purchaser.
The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective desktop computing engineering support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.
Background:
NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.
Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
- Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
- Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
Through several on-going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on premise to a mixture of on premise and public cloud technologies.
Objectives:
With this SoW, the Purchaser aims to achieve the following objectives:
- Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the end user computing area.
- Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements.
- Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity.
- Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.
During performance of the contract, the Contractor personnel will act as part of the Purchaser's IT support organization.
Scope of Work:
The SoW covers the following activities and tasks:
Develop, improve, implement, monitor and troubleshoot scripts in the following technologies using primarily PowerShell and Windows scripting languages (VBScript, batch scripting):
- Active Directory (AD) - Automate AD tasks using PowerShell, including user management, group membership, and remote access. Ensure efficient handling of AD objects, routine administrative tasks, and compliance audits through scripting;
- Group Policy Management (GPOs) - Assist in automating GPO creation, modification, and maintenance using PowerShell. Enforce security policies, manage user environments, and streamline GPO troubleshooting through automation;
- SCCM (System Center Configuration Manager) - Use scripting to automate software deployments, OS upgrades, and monthly patches. Monitor deployment statuses, troubleshoot failures, and improve SCCM processes through automation.
- Trellix - Automate device encryption, firewall rule configuration, and USB access control within Trellix. Streamline security tasks using scripting for consistent policy enforcement.
- Network / DHCP - Automate IP provisioning and DHCP reservations through scripts. Troubleshoot network-related issues and ensure consistent network configurations for end-user devices.
- Application COTS Troubleshooting - Automate the installation, configuration, and integration of COTS applications. Streamline troubleshooting and ensure seamless application operations with minimal manual intervention;
- Windows 10/11 Troubleshooting - Automate diagnosis and resolution of OS issues on Windows 10/11. Utilize scripts for OS updates, configuration changes, and application support to reduce downtime.
- Remote Protocols - Automate management and troubleshooting of remote access (RDP, VPN, SSH) to ensure secure, reliable access for remote users and improve remote support operations.
- Automate incident detection, logging, and escalation. Use scripts to resolve issues quickly and collaborate with the incident management team to improve response times.
- Demonstrate understanding of ITIL concepts and best practices - Apply ITIL best practices to automate incident, problem, and change management tasks, improving efficiency and aligning automation with ITIL service management standards.
- Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the Trellix setup.
- Develop, disseminate and improve instructions for Level 1 and Level 2 technicians.
- Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians.
- Assist with resolving and delivery backlog activities/ projects on Kanban system
- Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints
- Automation Skills - Identify opportunities for automation across AD, SCCM, and Trellix. Develop custom automation solutions to reduce manual workload and increase efficiency.
- Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor's staff undertaking this project.
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
- Five years experience with Windows Scripting Languages: Developing and utilizing scripting skills (VBScript, batch scripting) to automate tasks like user management, software deployment, and system monitoring.
- Five years experience with Automation Skills: Implementing automation for routine administrative tasks, leveraging scripting languages and tools such as SCCM, PowerShell, or Trellix to increase efficiency and reduce manual work.
- Five years experience with Powershell: Writing, testing, and running PowerShell scripts to automate repetitive tasks, streamline system administration, manage Active Directory, SCCM, and configure system settings.
- Three years experience with Incident Management: Respond to reported service incidents identifying causes and initiate resolution, collaborate with incident management team.
- Two years experience with ITIL Concepts: Desirable certification in ITIL Foundation
- Five years experience with Management of Windows clients in enterprise environment: Configure, administer, operate and troubleshoot Active Directory, Group Policy, Network/DHCP, SCCM
- Five years experience with Application COTS Troubleshooting: Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with exiting system, ensuring seamless operations
- Two years experience with Trellix: Assisting with device encryption, applying policy settings, configuring firewall rules, and controlling external device (USB) access.
- Three years experience with Remote Protocols: Managing and troubleshooting remote access technologies (RDP, VPN, SSH), ensuring secure and reliable access to network resources for remote users, and supporting remote troubleshooting.