Service Desk Technician-Operator

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We seek personnel to join our team and support key client projects.

Introduction

The NATO Communications & Information Agency (NCI Agency) is responsible for the support to be provided to NHQ Sa/ EUFOR (to operate and maintain its Static and Deployable Communication Information Service Capability

The project is to provide full Operations and Maintenance of all systems, services, and facilities located in Bosnia and Hercegovina. Services cover the following:

Workspace Services and End User Devices, but not limited to:

Laptops and Workstations

Laptop and Workstation peripheral devices o Keyboards

Monitors

Mice

KVM switches

Desk Top Uninterrupted Power Supplies (where deployed)

Headset

Web Cameras

Speakers

VOIP/ VOSIP phones

VTC systems/ facilities

Multifunctional Printers and Scanners

Mobile Phones

Cabling and access points.

Back End Infrastructure in Host Nation Locations, but not limited to:

Uninterrupted Power Supplies

Routers

Switches

Firewalls

Crypto Systems

Servers and Mass Storage devices

Cabling and access points.

Deployable CIS Systems, but not limited to:

Tactical Satellite Systems (TACSAT)

INMARSAT

Harris Radios.

Security domains or networks in Host Nation locations:

EUFOR Secret network: Used by the personnel deployed under the EUFOR Crisis Establishment (CE).

NATO Secret network: Used by the personnel deployed under the NATO CE.

NATO Unclassified network: Used by all NATO, EUFOR personnel including Local Civilian Hires (LCHs).

Miscellaneous equipment directly related to building infrastructure:

Prime power

Room/Building UPS

Building Air Conditioning.

Role Responsibilities

Responsible for service support activities at level 1, 2 service support to level 3 activities when required according to defined competence area.

Mandatory Requirements:

3 Years professional Experience

ITIL V3 Foundation or ITIL V4 Foundation.

Proficiency in use of BMC Remedy/ NATO- NCIA ITSM tool set.

In-depth knowledge of NATO and NCIA Service Desk processes and procedures.

In-depth knowledge of NCIA Configuration and Change Management processes.

Desirable Requirements:

ITIL V3 Practitioner.

ITIL V4 Intermediate certification (Specialist and or Strategist).

ISO 20000 Practitioner.

NATO UHF TACSAT Basic (ETF Code A0037) or equivalent certification.

In-depth knowledge of Deployable Satellite communications and associated systems (e.g. SATCOM, VHF, UHF, HF, LOS.).

In-depth knowledge of computer operating systems.

NATO UHF TACSAT Applications & Database Manager (ETF Code A0038).

Security Clearance

National Secret or NATO Secret

Language Requirements

Able to listen, speak, read, and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001.

Work Arrangement

100% Onsite

Primary working location is Sarajevo, BiH

08:00 to 17:00 Monday to Friday

Occasional overtime and on call activities

Rotation schedule for in country activities and vacation periods

Travel Expectations

Local travel between official NATO locations

Minimal international business travel

Contract Duration

July to September 2024

December 2026 with 2 x 1-year options