Deadline Date:
Wednesday 3 September 2025
Requirement:
L1 Support for IEMS Service Desk and Helpdesk
Location:
Mons, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 Base Sprint: 1,845 EUR NTE/week (12 weeks, total NTE 22,140 EUR)
2026, 2027 and 2028 OPTIONS
Period of Performance:
2025 BASE: 06 October 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:
The NCI Agency (hereafter referred to as the "Purchaser") is seeking an L1 Support for IEMS Support Engineer (Service Desk and Helpdesk) to provide ongoing support for the NBAC Business Area for the Integrated Engineering Management System (IEMS) Application Service. This role will focus on ensuring continued L1 support for existing applications while also offering expert guidance and consultation on other Business Applications when required.
Objectives:
- This statement of work covers the functions of L1 Support for IEMS Service Desk and Helpdesk for the Service Support and Business Applications Team, as detailed in the "Scope of Work" section below.
- The selected resource to provide services under this SOW will report periodically to the local NCIA Service Delivery Manager on the progress of the work.
Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:
End-User Support:
- Provide first-level support for end-user queries.
- Troubleshoot and resolve software issues, ensuring minimal disruption to users.
- Troubleshoot and resolve software problems, ensuring efficient use and problem resolution.
- Log and track support incidents using the helpdesk ticketing system.
- Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
- Escalate complex issues to Level 2 support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
- Share knowledge and best practices with team members to improve overall service quality.
- Provide users with guidance and training on best practices for using IEMS.
- Promote self-service tools and resources to empower users and reduce support requests.
- Controlling, managing and providing access to the restricted areas managed by the branch.
- Controlling and checking on compliance with security regulations laid down by SHAPE and NATO on the use of classified hardware at directorate level.
- Ensuring the proper functionality and security of classified hardware used by the branch and maintaining the inventory thereof.
- Monitoring SHAPE LANs managed by the NCIA by Identifying and reporting any problems with the SHAPE networks (PAN/NS/ future ITM) used by the branch.
- Ensuring maintenance of IT hardware for which the branch is responsible and which is not covered by the NCIA or by a maintenance contract.
- Ensuring the maintenance and management of network infrastructure (Energy Management System/Intrusion Alarm Management System/Fire Alarm Management/CAD/ BMS) managed by the branch.
- Maintaining system documentation.
- Communicate effectively with users to understand their issues and provide clear instructions.
- Collaborate with IT teams to resolve issues and improve service delivery.
Practical Arrangements:
- Place of Performance: The contractor shall support the NCIA on-site Mons (SHAPE), Belgium premises during contract performance.
- Hours of Operation: The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the Mons (SHAPE) calendar.
- Contractor Furnished Services: Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.
- NCIA Furnished Property and Services: Access to relevant networks and environments will be provided by NCIA Service is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency, for the duration of this contract, and is to be returned upon completion of the contract.
- Travel: Travel costs from off-site of Contractor location to on-site to Mons, Belgium shall be included in the sprint costs. Other Travel 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.
- Other: The service depicted in this SOW is expected to be carried by a SINGLE RESOURCE.
Qualification:
The support activities require an experienced (5 years' experience) Support Engineer (L1 Support) with the following qualifications:
Technical Proficiency:
- Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads.
- Working knowledge of Oracle databases 11g and 12c
- Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
- Working knowledge of Veeam backup and Kelio.
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
- Ability to guide users through problem-solving steps effectively.
- Excellent verbal and written communication skills.
- Full proficiency in English. French language proficiency is of advantage.
- Ability to communicate technical information to non-technical users in a clear and concise manner.
- Strong customer service focus with a commitment to user satisfaction.
- Patience and empathy when dealing with user issues and concerns.
- Ability to manage multiple support tickets and prioritize tasks effectively.
- Attention to detail in documenting support activities and maintaining accurate records.
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
- The candidate must have the nationality of one of the NATO nations.
- The candidate must possess a NATO Secret Security Clearance or national equivalent.
The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.