Under the direction of the Section Head, the resource will provide services related to the following main activities:  

• Provide first and second line network support to the Service Centre;  

• Perform diagnoses and resolve network incidents and problems;  

• Install, replace, modify and configure network systems;  

• Monitor network systems and proactively report and resolve potential network issues;  

• Create and maintain Standard Operating Procedures to document network systems;  

• Operate Cisco Identity Services Engine systems to support client installations, moves and changes;  

• Provide support and assistance during preparation and security assessments;  

• Take initiative to investigate, diagnose and resolve issues in a systematic approach;  

• Ensure that Routing, Switching and other network elements are backed up;  

• Propose and implement network improvements;   

• Liaise and collaborate internally, with the  NCIA Service Lines and external  providers for fault rectification and network improvement activities;   

• Provide input to and assist with on-site security surveys, validations and  acceptance testing of network infrastructure systems;  

• Work on own initiative with limited supervision;  

• Assist his/her superiors and recommend solutions;  

• Periodically provide on demand support outside of business hours; -  

• Perform other duties as may be required.  

It is expected that ONE resource is providing the above services.  

The contractor will provide the service on-site.  The contractor will provide services during NATO HQ working hours. The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.  

The content and scope of each sprint will be agreed in writing, during the sprint-planning meeting, based on the activities mentioned above.