MS Cloud 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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Role Background

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.

Role Duties and Responsibilities

The main objectives of this statement of work can be summarized as follow:

Provide early lifecycle support for users at Northwood, UK 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

Early Lifecycle Support

User support will 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

Admin and logistic support 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 tothe IMDB;
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;

Continuous Improvement:

• 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.

Essential Skills and Experience

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.

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

Automation Skills:

• 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.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.

Working Location

• Northwood, Great Britain

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance