BMD OPSLOOP Voice Support Engineer

• 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.

BMD OPSLOOP Voice Support Engineer

The BMD OPSLOOP Voice Support Engineer will provide on-site technical and operational support for BMD OPSLOOP Voice Services at the NCI Agency in Mons, Belgium.

The role focuses on keeping voice services available, secure, reliable, and fully operational. The engineer will provide first-line technical support, perform daily readiness checks, troubleshoot voice and network-related issues, support installations, maintain systems, and assist users before, during, and after meetings.

The position forms part of the NATO Digital Workplace Centre (NDWC), Shared Workspace Group (SWG) and supports both daily operations and high-visibility activities such as conferences, VIP meetings, and other events.

• Provide first-line technical support for BMD OPSLOOP Voice Services.
• Ensure voice services remain functional, available, secure, and fully operational.
• Perform daily preventive readiness checks on BMD OPSLOOP Voice systems.
• Troubleshoot voice, hardware, software, and basic network-related issues.
• Escalate complex or critical issues to the appropriate support teams.
• Maintain accurate incident records, tickets, operational logs, and technical documentation.
• Support installation and configuration of standard BMD OPSLOOP Voice systems.
• Monitor system availability, reliability, and performance.
• Perform preventive maintenance and post-maintenance functional testing.
• Analyze incidents, service requests, and fault trends to identify recurring technical issues.
• Support OpenScape Alarm Response (OScAR) environments.
• Support Cisco voice technologies and their integration with legacy telephony environments.
• Support legacy TDM/PABX integration with Cisco Voice technologies.
• Manage or support call distribution lists, voice mailboxes, ISDN, and TDM technologies.
• Monitor the environment using relevant infrastructure and performance monitoring platforms.
• Assist users with technical issues and provide clear guidance.
• Provide user support before, during, and after meetings.
• Provide additional technical support for large conferences, VIP meetings, and high-visibility events when required.
• Identify opportunities for continual service improvement.
• Implement approved improvements while maintaining service stability, security, and compliance.
• Use the ITSM system for incident and service management.
• Support service reporting and documentation requirements., * Support may occasionally be required for large conferences, VIP meetings, or other high-visibility events.

• Strong knowledge of OpenScape Alarm Response (OScAR) Server.

• Strong knowledge of Cisco Voice technologies, including:

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Border Element (CUBE)
• Cisco Unified Contact Center Express (UCCX)

Experience troubleshooting voice, software, hardware, and associated network issues. Knowledge of call distribution lists and voice mailbox management. Knowledge of ISDN and TDM technologies. Experience integrating legacy TDM/PABX environments with Cisco Voice technologies. Experience with monitoring tools such as:

• nGeniusONE
• CA Performance Management
• CA Spectrum

Knowledge of VMware vSphere and VMware vCenter. Basic scripting knowledge using JavaScript, Python, or similar languages. Knowledge of Active Directory, Group Policy, and Windows Update management. Understanding of IP networking fundamentals related to OScAR environments. Strong troubleshooting and analytical skills. Knowledge of IT security best practices. Familiarity with ITIL practices and ITSM tools. Strong communication and interpersonal skills for end-user support and training. Ability to work independently and within a technical team. Ability to prioritize tasks and meet deadlines. English proficiency equivalent to the language level specified by NATO, approximately B2-C1 / Upper Intermediate-Advanced. Required Experience

• 3-5 years of experience managing OpenScape Alarm Response (OScAR) Server and working with Cisco Voice technologies such as CUCM, CUBE, and UCCX.
• At least 3 years of experience managing call distribution lists, voice mailboxes, ISDN, TDM technologies, and legacy TDM PABX integrations with Cisco Voice environments.
• At least 2 years of experience with monitoring platforms such as nGeniusONE, CA Performance Management, and CA Spectrum.
• Experience troubleshooting hardware, software, voice, and network-related problems.
• Experience with VMware vSphere and vCenter.
• Experience using ITSM tools and working according to IT service management practices.

Relevant / Specialized Experience

Experience working in a military IT or similar operational environment is particularly relevant. The SOW specifically seeks knowledge of telephony products such as Cisco, legacy PABX, and OScAR and how these technologies are used to support military exercises, operations, and day-to-day requirements. Education

• A Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• Equivalent practical professional experience and relevant industry certifications may also be considered.

Certifications

No specific mandatory technical certification is named in the SOW.

Relevant Cisco Voice, ITIL, VMware, or related industry certifications may support a candidate’s profile, but they should not be advertised as mandatory, because the source document does not require specific certifications.

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., 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.