Systems Technician (3 posts)

 2 posts offered for Profile A and 1 post offered for Profile B

1. SUMMARY (both profiles):

The BICES Group Executive (BGX), a NATO entity, is the executive body of the BICES Group (BG). The BG exists to enable the sharing and exchange of Intelligence and Information between and amongst the NATO nations, with NATO and with other non-NATO nations and Organizations. The BGX, under the leadership of the Director, is comprised of the following pillars: Intelligence and Enterprise Services (IES) Division, Programmes, Engineering and Maintenance (PEM) Division, Operations and Security Services (OSS) Division and Intelligence, Surveillance and Reconnaissance (ISR) Cell.

Start of Profile A - Division A – PEM (2 posts)

The core mission of the PEM Division is to provide the primary expertise to manage the BICES Programme including to develop, execute, implement and maintain related plans for the development and improvement of IT capabilities, including their lifecycle management. PEM is championing all IT aspects with integrated expert team members from other BGX Divisions. The PEM Division is directed by the Deputy Director for PEM and is composed of three Branches in direct support of the mission: Programme and Project Management PPM), Engineering and Enterprise Architecture (EEA), and Maintenance and Implementation (M&I).

The M&I Branch is led by the Head, Maintenance and Implementation and is responsible for the overall level 2 maintenance (software and hardware administration, patching and upgrade, etc.) of the BGX IT, networking infrastructure and the implementation phase of new capability projects.

Under the supervision of the Head, Maintenance and Implementation Branch, the incumbent’s primary role is to provide 2nd level support for complex technical resolutions in the area of server platforms and resisting applications and services. S/He contributes to the day-to-day incident and problem management processes by performing recovery, troubleshooting, maintenance and management of associated activities. S/He provides support to the design, documentation, testing and implementation of projects, to include all stages of service transition processes. S/He supports the investigation of potential security vulnerabilities, by assisting during in-depth analyses, and provide the OSS Division with recommendations to manage software and server security risks. The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries. The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury. In a combined effort, technicians provide support to services and systems on a 24/7 basis, thus are subject to on-call and overtime duties after regular working hours.

2. QUALIFICATIONS AND EXPERIENCE (Profile A)

Essential

The incumbent must:

• possess higher secondary education with 6 years post related experience or upper vocational training/ post-secondary degree in a discipline relevant for this position with 3 years post-related experience Systems Administrator working in IT Virtual Environment platforms;
• be experienced in maintaining SQL Databases;
• have professional experience working with specific expertise on EXI, Windows and/or Linux RedHat based products/technologies;
• be able to understand, assess and solve technical issues in a troubleshooting environment, and under pressure and time constraints;
• be experienced in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software;
• have knowledge of Virtual Server and Storage technologies;
• be able to prepare and maintain documentation of a technical nature (e.g. configuration guides, diagrams, training and Standard Operating Procedures (SOPs);
• must be willing to undertake operational deployments and/or travel duty assignments both within and beyond NATO boundaries;
• be flexible to work outside regular office hours;
• possess level V (Advanced) of the English language.

Desirable

The following will be considered an advantage:

• experience in software configuration management;
• familiarity with ISO 9000;
• experience in Military and Coalition Operations;
• knowledge of software development with experience in writing code/scripts and WEB design;
• certification in IT industry/service provider standards, (e.g. ITIL);
• certification in Microsoft Server (2019 and beyond), Windows (10 and beyond) and virtualization (e.g. VMware);
• certification in LINUX RedHat distributions;
• knowledge of NATO and national IT security policies;
• experience with the installation, configuration and maintenance of network based systems in accordance with NATO, BICES and/or national security regulations.

3. MAIN ACCOUNTABILITIES (both profiles)

Expertise Development

Support the periodic testing of Disaster Recovery/Business Continuity Plans, and provide recommendations on improvements for further developments. Collect, analyse and communicate proposals for service and technical support contracts through the Service Owner. Support upgrades, changes and modifications of application services through capacity management studies, such as: system utilizations, limitations of operational devices and lifecycle effectiveness. Support the other systems technicians for the development and execution of Service Improvement Plans (SIPs). Stay abreast of technological developments relevant to the area of work.

Information Management

Review, test and draft SOPs for server and client hardware and software troubleshooting, ensuring accuracy and standardization of implemented procedures. Collect and validate systems and services metrics in order to optimize performance. Ensure that technical and service oriented documentation pertaining to servers and systems are properly prepared, stored and kept up-to-date. Prepare Requests for Change (RFCs) as it pertains to incidents and relevant management processes. Update regularly the Configurations Management Database (CMDB). 

Planning and Execution

Ensure that required steps and actions are taken to resolve incidents and customer requests for server and application services as well as technical assets (e.g. servers, data storages etc.). Update and modify system management and monitoring services and support systems administrators to plan incident and problem management functions. Support the installation, integration, programming, operations and maintenance of the BICES Backbone Network (BBN) node with regard to the systems administration of the hardware and software of system servers. This includes, MS Windows Servers and LINUX based systems with associated services. Participate in auditing, accounting and verification processes of servers and applications. Support the development of change and release plans including testing, rollout and rollback. Ensure that disaster and backup recovery capabilities are implemented. Supervise and execute established preventive maintenance plans for the related applications and operating systems. Support the analysis of incident/problem patterns and implement action plans, which minimize downtime of services. Contribute to the maintenance of the Alternate BICES Operations Centre site. Perform on-call duties for systems aspects outside working hours.

Stakeholder Management

Maintain contacts with system software and hardware vendors and/or contractors for incident resolutions, as well as new releases and/or updates. Interact with counterparts, locally, at Allied Command Operations and Supreme Allied Command Transformation, NATO Support and Procurement Agency (NSPA), NATO Communications and Information Agency (NCIA) and Component Commands.

Perform any other duty as required.

4. INTERRELATIONSHIPS (Profile A)

Maintain contacts with system software and hardware vendors and/or contractors for incident resolutions, as well as new releases and/or updates. Interact with counterparts, locally, at Allied Command Operations and Supreme Allied Command Transformation, NATO Support and Procurement Agency (NSPA), NATO Communications and Information Agency (NCIA) and Component Commands. 

Direct reports: N/A

Indirect reports: N/A

-- End of Profile A ---

Start of Profile B - Division B – OSS (1 post)

The main role of the OSS Division is to ensure CIS operational functions of BICES infrastructure and maintain its security posture in accordance with the expectations and requirements of the BICES Board of Directors (BOD). OSS works closely with the other BGX divisions especially, PEM, for Incidents, maintenance and project implementation of CIS related activities. The OSS division is comprised of three branches: The Network Operations and Support Branch (NOSB), the Security Operations and Support Branch (SOSB), and the Security Accreditation Branch (SAB).

The NOSB is responsible for managing the BICES Network Operations and Security Centre (BNOSC) that includes the following CIS functional areas: BGX Service Desk, Networking/Communications, Secure Voice & Video telecommunications platforms and Systems/Applications services by providing daily operational support. Additionally, NOSB provides, general maintenance functions, quality assurance, manages customer feedback, and all the supporting elements for crypto equipment and materials. The BNOSC provides support related to IT incidents, problems, and service requests.

Under the supervision of BNOSC Lead, the incumbent's primary role is to provide operational support for complex CIS technical resolutions and support requests ranging from Networking, Secure Voice, Video and Teleconferencing IP, Crypto support and other IT related services. S/He provides support to the operational required documentation that supports day-to-day incidents, problem and service requests management processes by performing recovery, troubleshooting, maintenance and operational activities. S/He interfaces daily with internal and external BICES customers, and could perform Service Desk functions as required by BNOSC Lead. S/He contributes to the investigation of possible security vulnerabilities, by performing in-depth analyses and provides reports to the Security Operations branch with recommended actions for the elimination, removal and/or mitigation of CIS security risks. The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries. The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury. In a combined effort, technicians provide support to services and systems on a 24/7 basis, thus are subject to on-call and overtime duties after regular working hours.

5. QUALIFICATIONS AND EXPERIENCE (Profile B)

Essential

The incumbent must:

• possess higher secondary education with 6 years post related experience or upper vocational training/ post-secondary degree in a discipline relevant for this position with 3 years post-related experience Systems Administrator working in IT Virtual Environment platforms;
• be experienced in maintaining SQL Databases;
• have professional experience working with specific expertise on EXI, Windows and/or Linux RedHat based products/technologies;
• be able to understand, assess and solve technical issues in a troubleshooting environment and under pressure and time constraints;
• be experienced in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software;
• have knowledge of Virtual Server and Storage technologies;
• be able to prepare and maintain documentation of a technical nature (e.g. configuration guides, diagrams, training and Standard Operating Procedures (SOPs);
• must be willing to undertake operational deployments and/or travel duty assignments both within and beyond NATO boundaries;
• be flexible to work outside regular office hours;
• possess level V (Advanced) of the English language.

Desirable

The following will be considered an advantage:

• experience in software configuration management;
• familiarity with ISO 9000;
• experience in Military and Coalition Operations;
• knowledge of software development with experience in writing code/scripts and WEB design;
• certification in IT industry/service provider standards, (e.g. ITIL);
• certification in Microsoft Server (2019 and beyond), Windows (10 and beyond) and virtualization (e.g. VMware);
• certification in LINUX RedHat distributions;
• knowledge of NATO and national IT security policies;
• experience with the installation, configuration and maintenance of network based systems in accordance with NATO, BICES and/or national security regulations.

6. INTERRELATIONSHIPS (Profile B)

The incumbent reports to the BNOSC Lead within the Network Operations Support Branch and performs her/his duties according to the guidance provided by her/his Deputy. S/he maintains contacts with network and communication counterparts from both internal and external stakeholders. S/He liaises with commercial organizations for the purpose of service enhancement or maintenance.

Direct reports: N/A

Indirect reports: N/A

-- End of Profile B ---

7. COMPETENCIES (both profiles):

The incumbent must demonstrate:

• Achievement: Works to meet standards.
• Analytical Thinking: Breaks down problems.
• Customer Service Orientation: Takes personal responsibility for correcting problems.
• Flexibility: Acts with flexibility.
• Initiative: Is decisive in a time-sensitive situation.
• Organizational Commitment: Supports the Organization.
• Self-Control: Responds calmly.
• Teamwork: Cooperates.

8. CONTRACT (both profiles):

Contract to be offered to the successful applicant(s): Definite Duration contract of three years with the possibility of extension.

Contract clause applicable:

The posts are limited duration project posts. Extension of the original definite duration of three years is subject to funding and project requirement. The first 6 months of the contract will be considered as probationary period.

If the successful candidate is seconded from the national administration of one of NATO's member States, a two-year definite duration contract will be offered, which may be extended, subject also to the agreement of the national authority concerned.

Serving staff will be offered a contract in accordance with the NATO Civilian Personnel Regulations.

NOTE:

Irrespective of previous qualifications and experience, candidates for twin-graded posts will be appointed at the lower grade. Advancement to the higher grade is not automatic, and will not normally take place during the first three years of service in the post.

Under specific circumstances, serving staff members may be appointed directly to the higher grade, and a period of three years might be reduced by up to twenty four months for external candidates. These circumstances are described in the IS directive on twin-graded posts.