Voice / Unified Communications Engineer – Skype for Business

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.

Who we are supporting

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.

The NCIA provides a wide range of services, including:

• 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.

Role ID – C005480

Role Background

• We are recruiting a Voice Specialist to join the Communication Services Unit (CSU) at at NATO Headquarters in Brussels. You will provide first and second line support for the Skype for Business and wider voice infrastructure, covering incident resolution, system configuration, monthly patching, monitoring and documentation. The role suits an experienced Unified Communications engineer who works independently, takes initiative and is comfortable in a structured, high-control environment.

Role Duties and Responsibilities

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

• Diagnose and resolve voice incidents and problems

• Install, replace, modify and configure network voice systems

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

• Perform monthly software patching of the supported Skype for Business systems

• Implement procedures, tools and techniques for monitoring and managing the performance of the voice ICT infrastructure, and produce reports as required

• Monitor and report on the capacity of the assigned voice infrastructure

• Investigate and propose improvements and solutions to equipment and configuration problems

• Create and maintain SOPs and documentation for the supported Unified Communications systems

• Liaise with other CSU units, Service Lines and technical organisations

• Assist with and implement assigned project work packages

• Work outside office hours or on weekends as required

• Work with limited supervision and conduct own work to meet quality targets

Essential Skills, Experience and Certifications

• Higher vocational training in a relevant discipline plus 2 years’ post-qualification experience, or secondary education plus 4 years’ experience

• At least 3 years in a similar position

• At least 3 years of experience operating, deploying and configuring Unified Communications systems such as Microsoft Lync or Skype for Business

• Experience with voice Session Border Controllers

• Good knowledge of VoIP and Unified Communications protocols and standards: SIP, TLS, MGCP, H.323, RTP (including G.711 and G.729 codecs)

• Experience using vendor toolkits to collect and analyse maintenance data for service improvement and troubleshooting

• Experience with device management and monitoring tools such as Microsoft SCOM, Zabbix, HP Network Automation or SolarWinds

• Experience with O&M of PABX systems

• Experience with Polycom provisioning systems and Polycom phones

• Experience with PowerShell scripting and toolkits for Skype for Business automation

Desirable Qualifications

• Maintaining PABX equipment, preferably Alcatel

• AudioCodes SBCs

• Active Directory and PKI technologies

• ITIL certificate

• Experience in an international environment with both military and civilian elements

• Knowledge of NATO responsibilities and organisation

Working Location

• Brussels, Belgium

Working Policy

• 100% on-site. Out of hours work may be required based on business needs.

• Contract Extension in 2027 is foreseen.

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance