#NC26NES189177 - NSATU Routing & Switching 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
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 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 engineering 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.
Continuous Service Improvement:
The Contractor shall:
- Identify opportunities for service and efficiency improvements;
- Propose and track corrective and preventive actions;
- Monitor trends and recurring issues to drive long-term improvements.
All improvement actions shall be:
- Documented and reported monthly;
- Reviewed during governance meetings;
- Tracked to completion.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Cisco Certified Network Associate (CCNA) - (Code 200-301) or equivalent qualifications;
- In-depth knowledge of Cisco routing and switching technologies;
- Proficiency in configuring and troubleshooting Cisco routers and switches;
- In-depth knowledge of network security principles and practices. SOW – NSATU Routing and Switching Operations & Maintenance;
- Proficiency in fault diagnosis utilizing a number of management platforms (e.g. HP Openview, Netscout, Cisco Works);
- Proficiency in configuration and operation of HP Network Automation or equivalent network automation and orchestration systems;
- Proficiency in configuration and operation of Network Monitoring and Event Management systems (ideally CA Spectrum, HP Openview and Splunk);
- Familiarity with IP Diffserv QoS in Networks;
- In-depth knowledge of OSPF and BGP to include (Multi-area architectures, BGP Confederations and Route Reflectors);
- Familiarity with EIGRP and IS-IS;
- Proficiency in implementing and operating LAN technologies (e.g. HSRP, STP, Switching, VLANs, DHCP snooping, ARP Inspection, Port-Security);
- Proficiency in implementing and operating network authentication and authorization systems and technologies (e.g. Secure ACS 5.x, 802.1x, 802.1ae MACSEC, RADIUS, TACACS+);
- 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:
- Cisco Certified Network Professional (CCNP) - One core exam (CCNP Enterprise) and one additional concentration exam);
- Cisco Certified Technician (CCT) Routing and Switching (Code 100-490 RSTECH);
- The Computing Technology Industry Association- CompTIA Network+ certification (Code N10-008).
APPLY TO THIS POSITION