Requirement: Provision and on-going support for AV&VTC Services
Location: The Hague, NETHERLANDS (100% onsite)
Full Time On-Site: Yes
Cost Not to Exceed: 9,810.00 EUR per month
Period of Performance: BASE: 13 July 2026 to 31 December 2026.
- 2027 Option: 1 January 2027 to 31 December 2027.
- 2028 Option: 1 January 2028 to 31 December 2028.
End Contract Date: 31 December 2026 (BASE); options through 31 December 2028
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
Purpose
The purpose of this Statement of Work (SoW) is to define the services for AV&VTC services in NCI Agency The Hague, Netherlands. The NCI Agency (hereinafter referred to as the "Purchaser") seeks a qualified Contractor to provide continuous AV&VTC services in support of Purchaser personnel based in The Hague, Netherlands, as well as personnel on official duty at that location.
Objectives:
The objective of this role is to provide first level support for issues related to AV&VTC Services and to ensure the optimal performance, security, and reliability of AV&VTC services.
The Contractor shall also provide end-user support, including technical assistance and user guidance where required. The overall objective is to improve user satisfaction, reduce support response times, and enhance the quality and efficiency of IT service delivery.
During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser's NATO Digital Workplace Centre (NDWC), Shared Workspace Group (SWG), delivering on-site AV&VTC services support.
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 audio-visual and video teleconferencing systems in meeting, collaboration rooms, and auditoria are functional and fully operational.
- Perform first-line troubleshooting and escalate issues as required, and maintain incident records and operational logs.
- Support installation of standard AV/VTC Room Systems.
- Provide user assistance before, during, and after meetings.
- Additional support may be requested to augment the baseline staff for large conferences, VIP meetings, or high-visibility events.
NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing a feature-rich Digital Workplace, which enables NATO staff members to connect, communicate, and collaborate.
Shared Workspace service area delivers the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
- Printing, scanning and copying services, 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.
- AV/VTC service is designed to give value added auditory and visual experience to the customers and users while doing their consultation sessions or briefings using the latest technology available.
Purchaser Support Structure
The Purchaser support structure is organized into three levels:
- Level 1 (L1): Centralized Service Desk providing virtual first-line support
- Level 2 (L2): On-site technical support, including touch-labor and specialized support provided by the CIS Support Unit or IT Service Kiosk
- Level 3 (L3): Centralized engineering support provided by specialist technical teams
- NATO security policy compliance.
- Valid security clearance required.
- Qualified and experienced personnel.
- English language proficiency.
- Stable team with minimal rotation.
- Purchaser approval for personnel changes.
- Proper handling of PFE equipment.
- Use of ITSM system mandatory.
- Immediate escalation of blocking issues.
- End-user impact must be minimized.
Education
- A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered.
- Minimum of 3-5 years of experience and strong knowledge of managing AV/VTC room systems including VTC codec (HP/Poly, Cisco), cameras (HP/Poly, Panasonic), projectors (Epson), monitors (NEC), control processors (Crestron, Extron), microphone systems (Televic), video matrixes (Extron), Video Wall TV Systems and other peripherals.
- Proven experience as an AV&VTC technician, particularly with HP/Poly/Cisco and PEXIP Videoconferencing.
- Proficiency in troubleshooting hardware, software, and network issues.
- Knowledge of Active Directory, Group Policy, and Windows Update management.
- Strong communication and interpersonal skills for user support and training.
- Familiarity with IT best practices (ITIL) and tools.
- Experience with IT service management (ITSM) tools.
- Familiarity with IP networking fundamentals related to AV equipment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to prioritize tasks and meet deadlines.
- Knowledge of IT security best practices.
- Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) — or equivalent Common European Framework of Reference for Languages level B2-C1 (Upper Intermediate to Advanced).
- Active NATO Secret security clearance required.
