#NC26NES189186 - NSATU Core Services Level 3 Engineering Support
Deadline: June 3, 2026
Requester: NATO
Location: Wiesbaden, Germany
Job type: Contractor
Start date: July, 2026
Security clearance: NATO COSMIC TOP SECRET
SCOPE OF WORK / DUTIES / ROLES
NSATU Senior On-Site Engineering Management Activities:
The Contractor shall provide services contributing to the availability, performance, and continuous operation of the NSATU and associated IT and Data Management Services. This includes the following activities:
- 3rd Level Technical Support: Supporting the delivery of advanced (3rd level) technical support for NSATU NATO CIS Services and architecture and IT/Data Management Services, ensuring service availability is maintained in accordance with defined targets;
- Fault Diagnosis and Troubleshooting: Supporting fault diagnosis activities using the IT and Data Management Services Management System, including both local and remote diagnostic capabilities;
- Infrastructure Maintenance: Supporting the supervision and execution of routine maintenance activities for infrastructure, management appliances, and associated NSATU IT/Data Management equipment;
- System Documentation Management: Supporting the maintenance and updating of system documentation to reflect changes, configurations, and operational procedures;
- Backup and Restore Operations: Supporting the execution and validation of backup and restore procedures for IT and Data Management Services devices;
- Remote Support Capabilities: Supporting remote fault diagnosis and intervention activities as required to ensure service continuity;
- Stakeholder Coordination: Supporting collaboration with internal and external stakeholders to ensure effective coordination of support, maintenance, and service activities;
- Process Execution (ITSM): Supporting the execution of:
- Incident Management;
- Change Management;
- Release Management.
All activities shall be performed in accordance with NATO processes and procedures, ensuring compliance, traceability, and auditability.
Service Domains:
The services shall cover the following technical domains, including but not limited to:
- Directory Services: Management of Active Directory environments, including user
lifecycle management, access control, and domain security; - Name Resolution Services: Administration and secure configuration of DNS,
including forward and reverse zones and split-DNS architectures; - Load Balancing Services: Configuration and maintenance of application load
balancers, ensuring effective traffic distribution and high availability; - PKI Services: Management of certificate lifecycle, including issuance, revocation, and
Certificate Authority operations; - Endpoint Security: Administration of Trellix security solutions, including policy
management, updates, and threat coordination; - DMZ Services: Operation and maintenance of Information Exchange Gateway
services with secure and segmented configurations; - Messaging Services: Configuration and support of messaging systems, including
account provisioning, secure configuration enforcement, and service restoration.
Service Reporting:
The Contractor shall establish, maintain, and operate a structured reporting framework to
ensure full visibility of service performance, operational status, and compliance with the
requirements of this Statement of Work (SoW). The reporting framework shall:
- Provide transparent and auditable evidence of service performance against defined
KPIs; - Enable continuous monitoring of service health, availability, and operational risks;
- Support informed decision-making by NCIA;
- Facilitate performance evaluation and validation of payment.
Service Governance Model:
The Contractor shall establish and operate a structured Governance Model to ensure effective oversight, control, and continuous improvement of the services delivered under this Statement of Work. The Governance Model shall:
- Ensure effective oversight of service performance against defined KPIs;
- Provide a structured mechanism for reviewing service quality, risks, and issues;
- Enable timely decision-making and escalation;
- Support continuous service improvement;
- Ensure alignment with NATO governance frameworks and processes.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- COMPTIA A+ (Pre- 2019 Core 1 (220-1001) and Core 2 (220-1002) Post 2019 Core 1 (220-1101) and Core 2 (220-1102) or equivalent qualification;
- Proficiency in implementing and maintaining VMWare 6 infrastructures;
- In-depth knowledge of the VMWare vSphere product including, but not limited to, ESXi, VSAN, vRealize Operations, NSX, vSphere CLI scripting and VMWare update services;
- In-depth knowledge of data storage technologies, like vSAN, iSCSI and small SANs (HP MSA);
- In-depth knowledge of VEEAM Backup, replication 9.x and VMWare architectures;
- In-depth knowledge of the entire Microsoft Operating system product line administration: Windows server 2012R2, 2016, Windows 10, Exchange server 2013/2016;
- Proficiency in Managing DNS Domains and DNS Resolution on Windows 2008/2012 R2 and Windows 2016;
- In-depth knowledge of implementing and administering Active Directory (AD) environments;
- Proficiency in troubleshooting client OS and client software problems;
- Proficiency in deployment of the SCCM architecture;
- In-depth knowledge of maintaining the Core Enterprise Services that include: Active Directory, Domain Trusts, Exchange Servers, DNS Management, Group Policy Management, McAfee ePolicy Orchestrator for Endpoint Protection and software update services;
- In-depth knowledge of Blackberry Enterprise Server environments;
- Shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001;
- Proven English language ability to communicate effectively, both orally and in writing, including the ability to deliver clear briefings and articulate complex technical matters
- Strong interpersonal skills, with the ability to work effectively in multinational and multidisciplinary environments;
- Ability to work autonomously with minimal supervision, while contributing effectively as part of a team;
- Strong analytical and problem-solving capabilities, with a results-oriented approach;
- Demonstrated ability to interact with users, stakeholders, and technical teams in a professional and collaborative manner;
- High level of motivation, adaptability, and professional integrity;
- In depth practical understanding of NATO Command structures, roles, and organisational context;
- In depth practical Knowledge of NATO Enterprise Architecture and DCIS services, covering OSI Layers 1-7.
Desirable:
It is desirable that the assigned personnel have the following qualifications and have at least three (3) years of experience in the following areas:
- Working knowledge of the Microsoft Deployment Kit (MDT Kit);
- Working knowledge of Microsoft RDS services;
- Working knowledge of managing and configuring the McAfee ePolicy Orchestrator 5.1.3 and above;
- Solid appreciation of server, storage and networking hardware;
- Good familiarization with HP Blade Server Products and HP rack-based servers;
- In-depth knowledge of network protocols and network management technology.
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