Principal ICT Support Technician

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 are looking for personnel to join our team and support key client projects.
Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.
The NCIA provides a wide range of services, including:
Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.
To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.
Role ID – C005433
Role Background
You will install, configure, maintain and troubleshoot ICT systems, and provide Level 2 support with 24/7 on-call response to meet operational KPIs. You will work on-site as an integrated member of the service team and contribute to engineering changes and improvements to services and processes.
Role Duties and Responsibilities
Provide Level 2 support with 24/7 immediate on-call response, handling tickets within defined KPIs
Install, configure, test and remove hardware and software, record installed and removed components, and hand over to the client
Design, verify, document and refactor moderately complex software configurations for deployment
Monitor operational systems for resource usage and failure rates, and tune system software parameters for throughput and efficiency
Install and test new system software versions and contribute to implementation and fallback procedures
Carry out network maintenance, diagnose network faults and collect performance and traffic statistics with network management tools
Follow release and deployment procedures and log results and technical activities
Assist users and escalate through agreed procedures
Help design, develop, test and support engineering changes to services, processes and the operating model
Contribute to installation procedures and standards
Essential Skills, Experience and Certifications
Higher vocational training in a relevant discipline with 3 years of related experience, or a secondary qualification with 5 years
3+ years of implementing and maintaining ICT end systems in a large organisation
Good experience configuring hardware and software
Hands-on troubleshooting and end-user technical support, including at Level 2
Ability to work independently and solve problems
Willingness to take part in a 24/7 on-call rota
Fluent/ Professional English
Nice to Have:
ITIL Foundation or advanced certification
Network troubleshooting (TCP/IP, VPN, VLAN, firewall, DNS) and Wireshark
Understanding of cybersecurity infrastructure
Scripting or development (Python, Java, C, C++)
Server hardware and storage configuration (RAID, storage controllers, redundancy)
Remote server administration and log analysis
Exposure to AirC2 or other command-and-control systems
Working Location
The Hague, Netherlands (full time on-site)
Working Policy
Normal office environment, 24/7 immediate on-call response
Travel
Some travel to other NATO sites may be required
Security Clearance
Valid National or NATO Secret personal security clearance