1. SUMMARY
Within the Executive Management Division, the Interpretation and Conference Services (ICS) provide direct support to NATO’s core business - the daily consultation among nations. It includes all the components found in established International Organisations for the provision of modern conference services, including bookings, planning and coordination, and the provision of technical Audio-Visual (AV) support, room preparation and interpretation for all official NATO languages and others on request.
The NATO Headquarters (NHQ) is a cutting edge building presenting 21st century challenges. All NATO conference and meeting facilities are under the purview of the AV Services to a greater or lesser extent in terms of operations, maintenance and user support. These facilities include conference rooms in the secure and the unclassified areas, 30 meeting rooms throughout the building, Virtual Meeting rooms, Video Teleconference (VTC) rooms, training rooms, and the AV installations in other premises.
The NHQ Conference VTC Operations (NHQ C-VTC Ops) comprise secure and non-secure video conference platforms which are used by all levels of the Organisation at the NATO HQ. As part of the team, the incumbent is responsible for the delivery of comprehensive Conference-specific VTC services and solutions by ensuring that the related systems are maintained for daily use and are operationally sound prior to, and during, meetings at all levels within NATO HQ and abroad.
The incumbent provides quality assurance on the day-to-day handling of all events and reports directly to the Manager, NHQ Conference VTC Operations For high-level clients the incumbent will operate and monitor the AV infrastructure in situ.
2. QUALIFICATIONS AND EXPERIENCE
ESSENTIAL
The incumbent must:
• have completed higher secondary education to advanced level, or equivalent level of qualification; complemented by vocational technical training in IT/Electronics
• Have 6 years of professional experience in a relevant field, out of which 3 years of recent experience with Cisco Unified Communications infrastructure systems and services;
• have professional experience with industry standard collaboration services (WebEx, Zoom, MS Teams, multiple language platforms, etc.); scheduling, configuring and support;
• have hands-on technical experience performing maintenance and installation of Video Conferencing Systems (SIP protocols) operating in a secure and/or public network environment;
• have knowledge of LAN/WAN communications, router/switched based networks and routing protocols, with specific expertise on SIP trunking, creating, maintaining and troubleshooting;
• have the flexibility to work outside of regular office hours in response to crises and urgent requirements;
• possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one; II (“Elementary”) in the other.
DESIRABLE
The following would be considered an advantage:
• be a Cisco certified Technician (CCT): CCT collaboration and/or CCT Data Centre;
• previous experience in implementing and configuring on-premises installations of industry standard collaboration services;
• knowledge of NATO IT security policies and experience in the installation, configuration and maintenance of network based systems in accordance with NATO, BICES and/or national security regulations;
3. MAIN ACCOUNTABILITIES
Planning and Execution
Under the supervision of the NHQ C-VTC Ops Customer Relationship Manager, ensure service delivery; operate and maintain relevant systems at NHQ and on missions abroad. Coordinate, schedule and support all related day-to-day VTC events taking place in or from the NATO HQ Conference areas. Monitor the infrastructure and performance to ensure continued, uninterrupted operations of relevant systems and applications. Communicate with users, the team and VTC capability suppliers to give information about system incidents, ensure proper issue registration and coordinate interventions as required. Help the team implement new procedures, tools and improvements. Take remedial action for technical issues likely to impact operations, immediately if necessary.
Ensure events are coordinated with the AV Operations team and are properly recorded in the planning tool(s). Collaborate with the Technical Control Room (TCR) operators to ensure that the AV systems are configured and tested to support the NHQ C-VTC events.
Provide support for the technical solutions under the scope of NHQ C-VTC Ops. Provide support to the design, documentation, testing and implementation of assigned projects and work orders.Assist in the design and the periodic testing of business continuity plans.
Expertise Development
Analyse equipment conditions and prepare reports putting forward progress, adverse trends and appropriate recommendations for the sound management of the NHQ C-VTC Ops facilities at NHQ. Advise on the choice of VTC systems to best suit the requirements of NATO for a modern and agile conferencing environment. Ensure all technical and service-oriented documentation pertaining to the assigned systems, interconnections, network topologies and supporting infrastructure are prepared, up to date and retained. Contribute to and test the Standard Operating Procedures related to the service whilst ensuring accuracy and standardization of implemented procedures. Assist the Customer Relationship Manager in the creation and execution of improvement plans. Offer advice and guidance to improve the customer service support processes and practices based on recorded user feedback. Additionally, the incumbent will train and assist AV Operations colleagues and end-users with system and software usage during the preparation and conduct of meetings.
Stakeholder Management
Develop strong working relationships with relevant VTC capability suppliers; collaborate with other technical staff and sections to achieve successful and efficient services. Follow up on incidents and service requests to ensure timely support and end-user satisfaction. Build and maintain effective collaborative relations with the many clients and stakeholders of the Service within the Organization and beyond, to help in capturing requirements, managing expectations and facilitating service delivery.
Information Management
Ensure that deadlines are met and that changes in priorities are communicated to and understood by the Audio-visual Section. Work in close collaboration with the Battlefield Information Collection and Exploitation Systems (BICES) group to ensure that the specific associated infrastructure in the NHQ is up to date and compliant with standards. Log and report any incident or significant technical event on the dedicated platform. Describe accurately a technical incident with all relevant and necessary details allowing the escalated support team to clearly understand and solve the incident. Maintain storage and inventory of relevant assets.
Project Management
Raise project and operational or systemic risks with management. Take part in analysing the Headquarters’ long-term requirements and contribute to projects aimed at improving and modernising existing Conference VTC systems and services.
Perform any other related duty as assigned.
4. INTERRELATIONSHIPS
The incumbent reports to the NHQ C-VTC Services Customer Relationship Manages and collaborates closely with the AV Operations team. He/she will maintain regular contact with VTC capability suppliers and end-users (International Staff (IS), International Military Staff (IMS), Delegations, Agencies and other NATO Bodies). The incumbent must work effectively within the Audio-visual Services team, build and maintain a good working relationship with people from a variety of backgrounds, nationalities and cultures and interact in a discreet and effective manner with the most senior officials.
Direct reports: N/a
Indirect reports: N/a.
5. COMPETENCIES
The incumbent must demonstrate:
• Achievement: Works to meet standards;
• Analytical Thinking: Sees basic relationships;
• Customer Service Orientation: Takes personal responsibility for correcting problems;
• Flexibility: Acts with flexibility;
• Initiative: Is decisive in a time-sensitive situation;
• Organizational Commitment: Supports the Organization;
• Self-Control: Responds calmly;
• Teamwork: Expresses positive attitudes and expectations of team or team members. 6. CONTRACT Contract to be offered to the successful applicant (if non-seconded): Definite duration contract of three years’ duration; possibility of an indefinite duration contract thereafter. Contract clause applicable:
In accordance with the NATO Civilian Personnel Regulations, the successful candidate will receive a definite duration contract of three years, which may be followed by an indefinite duration contract. If the successful applicant is seconded from the national administration of one of NATO’s member States, a 3-year definite duration contract will be offered, which may be renewed for a further period of up to 3 years subject to the agreement of the national authority concerned. The maximum period of service in the post as a seconded staff member is six years. Serving staff will be offered a contract in accordance with the NATO Civilian Personnel Régulations. 7. RECRUITMENT PROCESS Please note that we can only accept applications from nationals of NATO member countries. Applications must be submitted using e-recruitment system, as applicable:
This vacancy is archived.