Deadline Date:
Monday 29 September 2025
Requirement:
Workstation Support Engineer Support
Location:
Brussels, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE/ week 3,060 EUR (7 weeks, total NTE 21,420 EUR
2026, 2027 and 2028 Options.
Period of Performance:
2025 BASE: 10 November 2025
Required Security Clearance:
NATO SECRET
Please do NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Introduction:
NCIA - CSU BRU
User Services (USS) is responsible for the maintenance of configurations for fixed and mobile workstations including third party applications at NATO HQ and in all remote offices (e.g. UN). The USS also provides Level 2 support for Work Stations (WSs) and WSs applications, image development for mobile and fixed WSs, software packaging and deployment, application and operating system patch updates and group policy management. They also provide dedicated workstation support to VIPS (e.g. SecGen Private Office, SecGen Residence and special events).
Under the direction and guidance of Section Head, the services provided will be supporting the following activities:
The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section
Constraints:
This is a deliverables‐based contract.
It is expected that ONE resource is providing the above services.
Contractor will be part of the NCIA NHQ/CSU Brussels - User Services Section.
Place of Performance:
The contractor will be required to provide the service 100% on‐site at NCIA, NATO Headquarters - Brussels ‐ Belgium. Due to the nature of the service Teleworking is not allowed
Operation Service:
The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the NCIA Brussels calendar.
NCIA Services:
NCIA will provide access to relevant networks and resources as required by the project.
Travel:
There will be no requirements to travel to other sites within NATO for completing these tasks.
In case this will concur, the travel costs will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price.
Requirements:
Security:
The consultancy support for this service requires following qualifications:
The consultancy support for this service requires a Workstation Support Engineer Support contractor with the following qualifications:
Essential qualifications:
- To strengthen the Alliance through connecting its forces, the NCI Agency delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances' business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.
- The Directorate of CIS Support Units (DCSU) is responsible to manage, deliver and maintain assigned Communications and Information System (CIS) products and services for the Agency's customers including NATO Headquarters (NHQ), the NATO Command Structure (NCS), NATO Force Structure (NFS), Nations and internal Agency users. DCSU provides liaison, planning and coordinating functions for Alliance Missions, Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Service Lines/Service Centres under the Enterprise Service Delivery Model (ESDM).
- NCI Agency CIS Support Unit (CSU) Brussels, located in Brussels (BEL) is the primary Information, Communications and Technology (ICT) service provider for 24/7 support to the Secretary General, the International Staff (IS), the International Military Staff (IMS) and other Customers in the NATO Headquarters in Brussels. CSU Brussels enables end‐to‐end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.
User Services (USS) is responsible for the maintenance of configurations for fixed and mobile workstations including third party applications at NATO HQ and in all remote offices (e.g. UN). The USS also provides Level 2 support for Work Stations (WSs) and WSs applications, image development for mobile and fixed WSs, software packaging and deployment, application and operating system patch updates and group policy management. They also provide dedicated workstation support to VIPS (e.g. SecGen Private Office, SecGen Residence and special events).
Under the direction and guidance of Section Head, the services provided will be supporting the following activities:
- Provide second level support of end‐user ICT assets;
- Initiates documentation of the design and configuration of assigned ICT Platforms (Workstation Management) and the required operating procedures;
- Implements procedures, tools and techniques for monitoring and managing the performance of assigned ICT assets and provides reports as required;
- Operates and maintains the VDI infrastructure (servers running the VDI software, clients, applications);
- Operates and maintains the Thin Client infrastructure (servers running the Thin Client Management suite, upgrades/updates of thin devices);
- Operates and maintains the infrastructure for virtual application delivery (MS Application Virtualization);
- Applies required security mechanisms and maintains the security posture of all deployed clients (fixed and mobile) by applying required GPOs and installing required security patches released by software vendors (OS and applications);
- Automates software delivery by packaging and distribution of software using available client management tools;
- Monitor and advise on capacity and scalability requirements of assigned ICT assets;
- Checks regularly for third‐party software upgrades/updates availability; ensures security and compatibility testing is performed; packages available software upgrades/updates for delivery to all relevant clients;
- Ensures access management to all networks based on need to know principles and according to submitted requests by the business;
- Provides engineering and implementation guidance as required;
- Analyses and resolves assigned incident and problem tickets;
- Investigates, defines and resolves complex issues;
- Acts as Subject Matter Expert;
- Analyses plans, design, requirement and associated risks, advises on technical solutions and mitigations;
- Assists in developing new architectures as Subject Matter Expert in assigned area of responsibility;
- Plans and prioritises against available resources and quality targets;
- Plans, manages, coordinates and conduct service to meet quality targets;
- Investigates and proposes long term solutions countering equipment and configuration problems;
- Maintains implementation of software updates/upgrades, operating system patches to comply with NATO Security Guidelines;
- Conducts equipment testing to and from the supply line, documents serviceability status;
- Perform staging of all end user devices using the Microsoft Configuration Manager system (MCM) and relevant toolsets;
- Perform the enrolment or handout of all staged devices to the end user;
- Investigates and resolves technical issues in a systematic approach;
- Maintains sound knowledge on implemented technologies.
The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section
Constraints:
- All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.
- All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.
- All developed solutions, tools and code under this project will be property of the NCI Agency.
- The contractor's personnel shall participate in weekly status update meetings, activity planning and other meetings as instructed.
- The contractor shall report to the Section Head, User Services.
This is a deliverables‐based contract.
It is expected that ONE resource is providing the above services.
Contractor will be part of the NCIA NHQ/CSU Brussels - User Services Section.
Place of Performance:
The contractor will be required to provide the service 100% on‐site at NCIA, NATO Headquarters - Brussels ‐ Belgium. Due to the nature of the service Teleworking is not allowed
Operation Service:
The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the NCIA Brussels calendar.
NCIA Services:
NCIA will provide access to relevant networks and resources as required by the project.
Travel:
There will be no requirements to travel to other sites within NATO for completing these tasks.
In case this will concur, the travel costs will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price.
Requirements:
Security:
- At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.
The consultancy support for this service requires following qualifications:
The consultancy support for this service requires a Workstation Support Engineer Support contractor with the following qualifications:
Essential qualifications:
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post‐related experience;
- Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post;
- Very good knowledge and experience with operation and maintenance of modern, advanced heterogeneous and virtualised ICT technology (minimum of 8 years experience required);
- Very good knowledge and by preference practical work experience of current versions of Microsoft Windows operating systems in a large scale LAN‐based client‐server environment using Active Directory Services (minimum of 8 years experience required);
- Current knowledge and recent practical experience of managing and operating a virtual desktop infrastructure (VDI) (minimum of 5 years experience required);
- Very good awareness of security aspects and know how to implement security policies, with a good understanding and knowledge of systems usability (minimum of 5 years experience required);
- Very good knowledge of mainstream hypervisors (minimum of 5 years experience required);
- Very good awareness of security aspects and their technical implementation;
- ITIL Foundation certification.
- Experience with the support, implementation and management of Citrix CVAD;
- Experience with the support, implementation and management of VMware virtualization solutions;
- Experience with the support, implementation and management of Dell Wyse / HP Thin Device Management Solutions;
- Experience with the support, implementation and management of Microsoft AppV;
- Experience with the support, implementation and management of Microsoft Group Policy Management;
- Experience with the support, implementation and management of Microsoft SCCM;
- Experience with the support, implementation and management of Software Packaging & Deployment solutions;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.