Deadline Date:
Wednesday 24 September 2025
Requirement:
Project Implementation Support
Location:
Izmir, TURKEY
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: 11 weeks (3,285 EUR * 11) = 36,135 EUR
2026 - 2027 - 2028 Options
Period of Performance:
BASE period: 20 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:
This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
NCI Agency - PAN Migration to NATO Public Cloud Project:
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site (Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.
Migration Support:
One of the main objectives of the project is to support users who enrolled in NPCL environment recently at Norfolk location and provide early lifecycle support for the staff transitioning networks.
Under the direction of the PAN Migration to NATO Public Cloud Northwood implementation manager, the User Early Lifecycle Support Staff will provide various support activities during the rollout, including IT administration, first-line technical support, user-communication, ticket creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.
Objectives:
The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
The main objectives of this statement of work can be summarized as follows:
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:
Early Lifecycle Support:
User support will be the core responsibility of the early lifecycle support (ELS) staff.
Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by:
The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.
Practical Arrangements:
Qualification:
This service requires the following qualifications:
Technical Proficiency:
This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
NCI Agency - PAN Migration to NATO Public Cloud Project:
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site (Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.
Migration Support:
One of the main objectives of the project is to support users who enrolled in NPCL environment recently at Norfolk location and provide early lifecycle support for the staff transitioning networks.
Under the direction of the PAN Migration to NATO Public Cloud Northwood implementation manager, the User Early Lifecycle Support Staff will provide various support activities during the rollout, including IT administration, first-line technical support, user-communication, ticket creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.
Objectives:
The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
The main objectives of this statement of work can be summarized as follows:
- Provide early lifecycle support for users at Izmir, TURKIYE location:
- Provide user-support for self-enrolment process,
- Provide user-support for users seeking technical assistance from IT Kiosk
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Training users in best practices
- End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
- Direct unresolved issues to the next level of support.
- Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
- Pass on any feedback or suggestions by users to the appropriate internal channels
- Identify and suggest possible improvements on procedures
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:
Early Lifecycle Support:
User support will be the core responsibility of the early lifecycle support (ELS) staff.
- Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads)
- Provide user-support for self-enrolment process,
- Provide user-support for users seeking technical assistance from IT Kiosk
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Training users in best practices
- End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
- Direct unresolved issues to the next level of support.
- Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
- Pass on any feedback or suggestions by users to the appropriate internal channels
Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by:
- Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
- Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;
- Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision.
- Assists developing technical, cost, and resource assessments for emerging requirements.
- Manages and maintains the Time Accounting System in support of accurate tracking and reporting.
- Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes.
- Identify areas for improvement in the enrolment process, documentation, and best practices;
- Proactively identify potential vulnerabilities and coordinate preventive measures.
- Contribute to the knowledge base of the implementation team
- Ensure all information and registers are accurate and up-to-date.
The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.
Practical Arrangements:
- This is a deliverables-based contract.
- The contractor will be required to provide the service 100% ON SITE, NCI AGENCY IZMIR, TURKIYE.
- NCI Agency will provide access to relevant networks and resources as required by the project.
- The work depicted in this SOW is expected to be carried by a single contractor.
- There might be requirements to perform out-of-hours work to support planned maintenance activities or delivery of critical services as well as to provide on-call support outside regular business hours.
- NCIA IT equipment will be provided (one NPCL laptop will be provided). This equipment can be used by one person only and associated to that individual.
- The contractor will be required to provide the service on-site at Izmir, TURKIYE as part of this engagement. There is no possibility to telework during this engagement - unless otherwise agreed with the project manager or implementation manager.
- This individuals providing services under this RFQ will be part of the PAN Migration to NATO Public Cloud (NPCL) project.
Qualification:
This service requires the following qualifications:
Technical Proficiency:
- Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
- Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
- Ability to guide users through problem-solving steps effectively.
- Experience with PowerShell scripting to automate routine support tasks.
- Proficiency in using Power Automate to create workflows and automate repetitive processes.
- Ability to identify and implement automation opportunities to enhance efficiency.
- Excellent verbal and written communication skills.
- Full proficiency in English.
- 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.
- Full proficiency in the English language. French language proficiency is of advantage.
- The candidate must have the nationality of one of the NATO nations.
- The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance.