2025 - 0282 Ehf/uhf Satcom Support Technician Services (CTS) - WED 24 Sep

NATO Communications And Information Agency Satcom Support Technician Services

The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO's political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATO's technological edge and ensuring the collective defense and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.

To ensure continuity of service delivery and lifecycle management of NATO's EHF and UHF SATCOM systems, the Agency seeks outsourced service support. The Contractor shall deliver EHF/UHF SATCOM support services covering operations, maintenance, configuration, incident management, documentation, and coordination. Services will be delivered as part of the SATCOM UHF Segment Service Delivery framework, ensuring alignment with NATO's mission-critical availability and security requirements.

This position will be based at NCI Agency HQ, Mons, Belgium, with work conducted on-site in a secure operational environment.

The Contractor shall provide EHF/UHF SATCOM Support Services, including but not limited to:

• Operations & Maintenance (O&M): Provide O&M support for EHF/UHF SATCOM systems, including static sites, tactical terminals, and site-specific equipment racks.
• Configuration & Technical Support: Configure and maintain SATCOM systems (including EHF racks, UHF systems, audio matrix equipment).
• Incident & Problem Management: Provide second-level technical support for faults, outages, and escalated issues.
• Documentation & Reporting: Maintain operational manuals and configuration control documentation.
• Coordination & Support: Liaise with NCIA program managers and operations teams to support project and urgent requirements.
• Travel & Exceptional Support: Provide on-site support at Mons, Belgium, with occasional travel to NATO/national facilities as required.

The contractor shall produce the following deliverables:

• Operational Status Reports – Bi-weekly reports covering system health, incidents, and activities.
• Configuration Management Reports – Monthly reports on changes, updates, and baselines.
• Fault and Incident Reports – Real-time documentation of faults and corrective actions.
• Service Performance Reports (Annex B) – Monthly service-level report against KPIs.
• Audit Support Package – Accreditation documentation, corrective measures, and evidence.
• Final Handover Report – Summary of service period, risks, and forward recommendations...

The penalties defined below will apply to the payment amount based on the performance results measured through Annex B - Monthly Service Performance Report Acceptance.

The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the SATCOM Operations Manager.

Work will be conducted primarily on-site in Mons, Belgium, in designated as Class I and II Security Area.

The Contractor is expected to follow the Purchaser's working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.