End User 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.

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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.

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The service

Spektrum delivers end-to-end Communications and Information Systems (CIS) services to NATO CIS Support Units on an outcome basis: service desk and end-user support, provisioning and IMAC, CIS operations, systems, network and cyber security services, collaboration and VTC, logistics and configuration management, engineering, projects, exercise and surge support, service transition and training. Personnel work as part of one integrated, cleared on-site team, under Task Orders issued by the client, and are cross-assigned across services within their competence.

Internal reference – Labour categories covered

L1 Service Desk Technician · L2 CIS Technician · L3 Desktop Support Specialisty

End User Support Technician

Role Background

The End User Support Technician provides first and second line support to the users of NATO CIS services. The role covers the service desk, the provisioning and installation of end-user equipment (P-IMAC) and the restoration of faulty devices, working within ITSM-driven processes and agreed service levels.

Assignments may be delivered in normal working hours, extended hours or on a shift basis, including nights and weekends.

Role Duties and Responsibilities

• Act as a point of contact for users through the service desk: log, categorise, prioritise, diagnose and resolve incidents and service requests at first or second line, escalating with complete information where required.
• Create, modify, reset and verify user accounts, passwords, MFA and access rights (Active Directory, Exchange) against approved requests.
• Install, configure and troubleshoot client software, from office automation to specialised and NATO-specific applications, verifying licensing and validating the result with the user.
• Prepare and provision end-user devices (desktops, laptops, thin clients, mobile devices, printers and peripherals): imaging and OS deployment, domain join, security baseline, role software and inventory registration.
• Carry out installs, moves, adds and changes (IMAC), including transport, reconnection, functional testing and user acceptance.
• Restore faulty devices to service: collect, rebuild or repair to the standard build, restore data, test and return the device to the user.
• Implement standard and pre-authorised changes in line with the change management process.
• Perform routine checks on assigned endpoints (update and patch status, configuration compliance, connectivity).
• Record all work in the service management tool so that every ticket is traceable and auditable, and contribute to knowledge articles and work instructions.
• Support major incidents, exercises and events, including on-call, extended hours and shift work when required.

Essential Skills, Experience and Certifications

• Higher vocational training or secondary education in IT or a related discipline.
• At least two years of end-user IT support experience (service desk, desktop or deskside support) in an enterprise or operational environment.
• Hands-on installation, configuration and troubleshooting of Windows 10/11, Microsoft Office/Microsoft 365 and Outlook/Exchange clients.
• User administration in Active Directory and Exchange.
• Device imaging and deployment using SCCM/MECM, Intune or equivalent tools; hardware troubleshooting of desktops, laptops, printers and peripherals.
• Set-up and support of mobile devices (including iOS), remote access/VPN and wireless connectivity.
• Basic networking knowledge (IP addressing, DNS/DHCP, LAN and Wi-Fi connectivity checks).
• Experience with an ITSM tool such as BMC Remedy, ServiceNow or Jira Service Management.
• Customer focus and clear communication with users under high workload; accurate record keeping.
• Willingness to work shifts, including nights and weekends, when the assignment requires it.

Desirable Skills, Experience and Certifications

• Experience in NATO, defence or international organisations, including support across networks of different classifications.
• ITIL Foundation; CompTIA A+ or Microsoft Endpoint Administrator (MD-102) certification.
• PowerShell or other scripting for routine administration and automation.
• Experience with VDI environments (VMware Horizon, Citrix) and Apple device management.
• Experience with endpoint security tooling (e.g. disk encryption, device control, Trellix).

Language Proficiency

• Professional working proficiency in English, spoken and written (NATO STANAG 6001 SLP 3333 or equivalent desirable).

Working Location

• Izmir, Türkiye, with support to the CIS Support Element in Ankara and other NATO locations as tasked.

Working Policy

• On-site. Normal hours, extended hours or shift pattern (including nights and weekends) according to the assignment.

Travel

• Travel to other NATO sites in the area of responsibility may be required.

Work Eligibility

• Must hold, or be able to obtain before the start date, the right to work and reside in Türkiye (work and residence permit or Turkish citizenship).

Security Clearance

• Valid NATO SECRET personnel security clearance (or national SECRET clearance recognised for NATO SECRET) held at the start of the assignment; NATO SECRET is required for unescorted access to NATO premises.