Principal Technician; Digital Collaboration

Overview

Who we are: For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

Based in Norfolk, VA you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join NCIA CIS Support Unit (CSU) Norfolk which enables end-to-end CIS services, installing, operating, maintaining and supporting the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AoR).

We are looking for a driven and enthusiastic Principal Technician (Digital Collaboration) who will take on the following roles and responsibilities:

• Responsible for the VTC and audio/visual (VTC and A/V) services provided by the CSU in accordance with extant service level agreements and other formal service provisioning arrangements
• Coordinate directly with the relevant front office staff to provide VIP level VTC facilitator services to FOGOs and HQ staffs
• Coordinate with customer OPR to establish requirements for VIP conference support (i.e. VTC and A/V), translate that requirement into agreed service provisioning in accordance with the extant service level agreement and manage the delivery of the agreed services
• Liaise with the Agency’s VTC Network Operations Centre to ensure seamless service delivery across the NATO enterprise and, as required, function as the Agency’s gateway for establishing VTCs between the NATO enterprise and external customers in N. America with a particular focus operational VTCs between the USN afloat assets and afloat assets from the other Allies
• Function as the CIS point of contact (POC) for VTC and A/V asset management and provide first & second line support for the managed assets in accordance with service agreements and applicable support contracts throughout the CSU Norfolk area of geographic responsibility (AoGR)
• Liaise with NCIA NDW VTC Engineers to maintain of NATO WIDE VTC Infrastructure systems, support the team as field engineer , whenever required to update or replace obsolete subsystems
• Function as the NCIA point of presence in N. America for all VTC and A/V services including the supporting the management of industry contracts
• Responsible for ensuring that VTC and A/V inputs are accurately reflected in budget, project and program developments and submissions
• Be the subject matter expert for all VTC and A/V matters including the development of courses of action and applicable risk assessment

For a full list of duties, please review the job description on the NCI Agency career site.

The valuable knowledge and experience that you bring to this role are:

• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• At least 3 years  experience designing, implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization.
• Strong experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms).
• Strong experience of troubleshooting and…