Deadline Date:
Tuesday 12 August 2025
Requirement:
Voice Technician
Location:
Mons, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE 39,240 Per Resource (4 Work Packages not to Exceed Each Calendar Month with a cost of 9,810 EUR for 1 resource)
The full year (12 packages) NTE 117,720 EUR
Period of Performance:
2025 BASE: 16 September 2025
Required Security Clearance:
NATO Cosmic Top Secret / NATO Secret, in progress of upgrade to NATO Cosmic Top 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:
This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the Voice and Video Conferencing service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above-mentioned team applies on a daily bases.
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.
Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
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:
The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide.
The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to Incident and Service Request management, systems updates, troubleshooting and monitoring, participation in planned service improvement initiatives (those which will be referred as Service)for the Shared Workspace, V2 (Voice and Video) team.
With this SoW, the Purchaser aims to achieve the following objectives:
During performance of the contract, the Contractor personnel will act as part of the Purchaser's IT support organization.
Specific Requirements:
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
- Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
- Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting 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:
The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide.
The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to Incident and Service Request management, systems updates, troubleshooting and monitoring, participation in planned service improvement initiatives (those which will be referred as Service)for the Shared Workspace, V2 (Voice and Video) team.
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 collaboration area.
- Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.
- Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, 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.
Specific Requirements:
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
- Advanced proficiency and 3+ years experience with Cisco Voice Technologies: Problem solving, strong knowledge of Cisco Voice Technologies such as Cisco CUCM, Cisco CUBE, Cisco UCCX, Diagnose and resolve technical issues, support software and basic associated network related problems.
- Advanced proficiency and 3+ years experience with Telecommunication Technology including TDM: Knowledge of managing call distribution lists, voice mailboxes, ISDN, TDM technologies, troubleshooting on Legacy TDM PABX integration to Cisco Voice Technologies
- Intermediate proficiency and 2+ years experience with Virtualized server platform products: Good knowledge in managing VMWare vSphere and VMWare vCenter
- Intermediate proficiency and 2+ years experience with Communication Systems integration with PKI and Active Directory: Good knowledge in AD and PKI integration with Cisco products
- Intermediate proficiency and 2+ years experience with monitoring platforms and protocols: Good knowledge of monitoring platforms such as nGeniusOne, CA Performance management, CA Spectrum
- Basic proficiency and 1+ years experience with Scripting: Basic knowledge in Java Script, Python or similar scripting languages
- Intermediate proficiency and 2+ years experience with Networks: Knowledge in troubleshooting basic network issues (including boundary protection devices) on servers and end users; Splunk log monitoring and analysis, nGeniusOne monitoring and analysis.
- Intermediate proficiency and 2+ years experience with Exercise/Military Operations Support (desirable): Knowledge and experience either working with or being in the military IT capacity specialized on Telephony service products (Cisco, legacy PABX, etc..) delivering support of exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco, legacy PABX, etc..) in exercise and operations as well as day to day operational requirements of military bodies
- Intermediate proficiency and 2+ years experience with Remote Support Units (desirable): Knowledge and experience either working with or being in a remote support unit IT capacity specialized on Telephony service products (Cisco, legacy PABX, etc..) delivering support to daily activities, exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco, legacy PABX, etc..) in remote support units exercise and operations support as well as remote units supporting day to day operational requirements support of military bodies