Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
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 – 2025-0194
Role Background
The NCIA is looking for Trellix Endpoint Software Suite Support – On Site, delivered in SHAPE, Mons, Belgium, for managed, protected, security-centric and reliable Infrastructure Endpoint Protection Service.
NCIA – Infrastructure Endpoint Protection Service
The NCIA provides advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies.
The Infrastructure Endpoint Protection Service within the NCIA provides a fully managed platform, based on Trellix ePolicy Orchestrator (EPO) and a comprehensive suite of Trellix endpoint protection products, for use as an integral part of a production, testing, and/or development environment.
Role Duties and Responsibilities
Operations:
- Ensure installation and configuration of Trellix software agents and the approved suite of endpoint protection products, is done in timely manner, as part of the physical or virtual endpoints deployment process;
- Identify the systems with incomplete endpoint protection, or unauthorized (“rogue”)
- endpoints, engage with the appropriate stakeholders and support the remediation of the deficiencies;
- Maintain an electronic register containing removable devices (RSM), users, timeframes, operational requirements and approvals’ status and relevant documents;
- Ensure the on premise Trellix software repositories are synchronized with vendor’s
- repositories from internet, and all EPO installations are updated daily; conduct troubleshooting and remediate deficiencies or apply mitigations to ensure the endpoint
- protection software (e.g. antimalware signature) are permanently updated;
- Support the requests for software installation/update activities by temporary reducing protection levels in the infrastructure endpoint protection configurations;
- Ensure only authorized configuration baselines are deployed on all EPO and managed
- systems, with specific, authorized, deviations applied in a systemic manner, using configuration rules per categories of software applications;
- Monitor continuously all EPO dashboards, logs and alerts, identify misconfigurations and implement configurations and updates, in coordination with Level 3 support Subject Matter Experts.
Inventory:
- Maintain the CMDB updated with the Configuration Items used by the services/systems listed in Annex B;
- Perform all operation, support and maintenance activities on the platforms described in Annex B.
Incident Logging, Tracking, Dispatching:
- Log and track incidents, work orders and change requests using the incident ticketing system (ITSM);
- Investigate and resolve endpoint security related issues, directly assigned by endusers/requesters, or escalated from Level 1 support, within the staff competences and administrator permissions;
- Maintain communication with end-users when needed;
- Ensure all tickets are updated with accurate and detailed information and resolved (or assigned to appropriate stakeholders) within the agreed service levels;
Escalation:
- Escalate complex issues to Level 3 support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- Knowledge Base Management:
- Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
- Share knowledge and best practices with team members to improve overall service quality.
Performance Monitoring:
- Monitor support metrics and KPIs to ensure high-quality service delivery.
- Participate in regular reviews to identify areas for improvement and implement corrective actions.
Automation and Efficiency:
- Develop and implement automation scripts to streamline routine support tasks such as software installations, updates, system checks and notifications.
- Utilize automation to create workflows for repetitive tasks, improve service efficiency and proactively implement solutions.
Communication and Collaboration:
- Communicate effectively with internal user community to understand their issues and provide clear instructions.
- Collaborate with IT teams to resolve issues and improve service delivery.
Transition-In
- They shall start the execution of the contract by implementing the transition-in HandoverTakeover (HOTO) plan.
- The Transition-in Handover-Takeover (HOTO) plan shall include at the minimum:
- Detailed HOTO schedule with GANTT chart
- Resources and PFE required from the Purchaser for successful execution of HOTO plan
- Risk register
- Handover-takeover period will be divided in two parts; Shadowing and Reverse Shadowing.
- For the Transition-In HOTO, Shadowing will be the monitoring of Purchaser’s activities by they for each product listed in Annex B. Reverse shadowing will the monitoring of the Contractor activities by the Purchaser for item listed in Annex B.
Transition-Out
- Whatever the cause or the triggering event of the contract coming to an end, they shall end the execution of the contract by implementing the transition-out Handover-Takeover (HOTO) plan.
- The transition-out Handover-Takeover plan to be executed for contract closure or contract termination shall include at the minimum:
- Detailed HOTO schedule with GANTT chart
- Transition to The Purchaser of any tools, procedures, training and documentation used by they to execute this SOW.
- Resources and PFE required from the Purchaser for successful execution of HOTO plan
- Risk register
Essential Skills and Experience
Minimum 3 years experiences in the following domains:
- Trellix ePolicy Orchestrator (EPO)
- Trellix Agent
- Trellix Endpoint Security (ENS)
- Trellix Data Loss Prevention – Endpoint, Network, Discover (DLP)
- Trellix Rogue System Detection (RSD)
- Trellix Data Exchange Layer (DXL)
- Trellix Threat Intelligence Exchange (TIE)
- Trellix Application and Change Control (TACC)
- Trellix Data Encryption – including Drive Encryption and File and Removable
- Media Protection (FRP)
- Windows, Linux operating systems
The support for this service requires expertise in performing the following:
- Installation, Configuration, Management, Security Monitoring, Upgrade, Patching
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
- Ability to guide users through problem-solving steps effectively.
- Experience with shell scripting to automate routine support tasks.
- Proficiency in automation to create workflows and automate repetitive processes.
- Ability to identify and implement automation opportunities to enhance efficiency.
- Excellent verbal and written communication skills.
- Full proficiency in English.
- Ability to communicate technical information to non-technical users in a clear and concise manner
- Strong customer service focus with a commitment to user satisfaction.
- Patience and empathy when dealing with user issues and concerns.
- Ability to manage multiple support tickets and prioritize tasks effectively.
- Attention to detail in documenting support activities and maintaining accurate records.
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure
Working Location
- Mons, Belgium
Working Policy
- On-Site
- Incident resolution activities may be requested during the out of business hours.
Travel
- Some travel to other NATO sites may be required
Security Clearance
- Valid National or NATO Secret personal security clearance
We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.
