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EMW, Inc.

2026-0121 SATCOM Network Engineering Services (NS) - FRI 2 Oct RELAUNCH

LocationMons, Wallonia, Belgium
Work modeon-site
Typecontract
DepartmentAAS
Company size11+ people
First seen1d ago
Last seen1d ago
Previously proposed candidates were not compliant for the following reasons:
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Lacks experience in SATCOM Network Architecture and Design
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Lacks technical expertise in the design, integration, operation, and optimisation of SATCOM network architectures
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CV lacks evidence of expertise in the design and implementation of Layer 2 and Layer 3 services, including VLAN tagging (IEEE 802.1Q), VLAN mapping (Q-in-Q), VLAN translation, trunking, and traffic segmentation
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CV lacks evidence of technical expertise in the design, integration, operation, and optimisation of SATCOM network architectures
BIDDING INSTRUCTIONS
1.1 Bidding Options
Suppliers may bid for this Statement of Work by proposing a candidate to deliver the scope of work outlined in Section 3 (Scope of Work) and who meets the required qualifications outlined in the Requirements section. The Contractor shall provide one (1) qualified SATCOM Network Engineering personnel profile to deliver the services described in this Statement of Work. Such profile must meet all mandatory technical, professional, and soft-skill requirements.
1.2 Technical Proposal
Bidders shall include in the Technical Proposal the CV of the proposed candidate, clearly indicating relevant experience that demonstrates compliance with the required qualifications.
Bidders shall include in the Technical Proposal a compliance matrix for the proposed profile, demonstrating how the candidate meets all required qualifications, supported by evidence from their professional experience.
Deadline Date: Friday 02 October 2026
Requirement: Provision of SATCOM Network Engineering Services
About the role
Location: SHAPE Mons, Belgium (100% onsite, NATO Class I and II Security Areas)
Period of Performance:
2026 Base: 09 November 2026 (tentative) – 31 December 2026, with the possibility to exercise the following options:
2027 Option: 01 January 2027 – 31 December 2027
2028 Option: 01 January 2028 – 31 December 2028
Requirements
Required Security Clearance: NATO SECRET
1. INTRODUCTION
The NATO Integrated Mission Services Centre (NIMSC) is responsible for the coordination, planning, and delivery of engineering and operational support capabilities across Mobile CIS Infrastructure, including Deployable CIS Services (DCIS), Dispersible Systems, Highly Mobile Systems, SATCOM, and Wireless Communications. To ensure the sustained availability, performance, and resilience of these mission-critical capabilities, NIMSC requires specialized SATCOM Network Engineering Services aligned with NATO governance, interoperability requirements, service management processes, and operational priorities.
Through this Statement of Work (SoW), the NIMSC seeks industry support to deliver SATCOM Network Engineering Services. The Contractor, through the selected personnel, will provide dedicated SATCOM engineering support for SATCOM projects and services, including the development of detailed project proposals, technical assessments, and engineering artefacts supporting NATO communication and space domain capabilities. The support shall ensure alignment with operational requirements, interoperability standards, emerging technologies, and NATO policies, while ensuring that SATCOM capabilities remain operationally effective, secure, resilient, and aligned with NATO standards.
2. INTENDED BUSINESS OUTCOME
The intended business outcome of this Statement of Work is to ensure the reliable, secure, and continuous operation of SATCOM Network Engineering Services through proactive support and continuous service improvement.
Specifically, the main objectives are:
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Ensure reliable end-to-end SATCOM service delivery by maintaining secure, resilient, and highly available network infrastructure supporting operational and mission-critical services.
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Reduce operational disruptions through proactive performance monitoring, early identification of trends, technical analysis, and timely escalation to resolver teams.
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Enable proactive engineering support through continuous coordination, technical assessments, and the production of documented engineering artefacts supporting SATCOM capabilities and infrastructure evolution.
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Maintain the operational readiness and performance of the terrestrial infrastructure supporting SATCOM services, by supporting backbone networks, control segment connectivity, transmission systems, and associated hardware and software platforms.
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Strengthen governance and compliance by ensuring that all engineering activities, technical deliverables, and service support functions are executed in accordance with NCIA processes, NATO standards, and applicable governance frameworks.
The successful delivery will result in a highly available, secure, proactively managed, and continuously improving SATCOM Network Engineering Services capability, capable of supporting mission-critical SATCOM operations.
3. SCOPE OF WORK
The scope covers the Provision of SATCOM Network Engineering Services, including the design, integration, implementation, operation, maintenance, troubleshooting, and optimisation of SATCOM network infrastructure and associated communication systems. The Contractor shall deliver the services in a structured and proactive manner, ensuring alignment with operational priorities, interoperability requirements, emerging technologies, and NCIA governance processes.
The Contractor shall provide services contributing to the availability, performance, resilience, and continuous operation of SATCOM networks and associated communications infrastructure. The services shall be delivered through the assignment of one (1) qualified personnel as set out in the Requirements section. The assigned personnel shall perform the activities defined herein and contribute to the achievement of the agreed technical objectives, engineering deliverables, and performance requirements.
The Contractor shall ensure that the assigned personnel possess the required qualifications and experience; perform the tasks in accordance with NCIA processes and procedures; and maintain continuity and quality of service delivery.
3.1 SATCOM Network Engineering Activities
The Contractor shall provide SATCOM Network Engineering Services contributing to the availability, performance, and continuous operation of SATCOM network infrastructure and associated communications infrastructure.
This includes, but is not limited to, the following:
SATCOM Network Architecture and Design
Provide technical expertise in the design, integration, operation, and optimisation of SATCOM network architectures supporting operational, commercial, and mission-critical communication services.
Support the design and evolution of SATCOM network topologies, including hub-and-spoke, mesh, point-to-point, and point-to-multipoint architectures.
Support the integration and management of hybrid SATCOM services, including military and commercial SATCOM capabilities.
Network Connectivity and Infrastructure Engineering
Provide technical expertise across network connectivity, including IP networking, routing and switching, transmission systems, network security, transport technologies, and associated communications infrastructure required to support operational and customer-facing services.
Support end-to-end IP service design across satellite and terrestrial network infrastructures.
Provide expertise in the design and implementation of Layer 2 and Layer 3 services, including VLAN tagging (IEEE 802.1Q), VLAN mapping (Q-in-Q), VLAN translation, trunking, and traffic segmentation.
SATCOM Access and Transmission Engineering
Support the configuration, operation, optimisation, and troubleshooting of SCPC, MCPC, TDMA, and other satellite access schemes.
Support the operation and optimisation of transmission systems and associated network components.
SD-WAN and Hybrid Network Engineering
Provide technical expertise in the design, deployment, integration, operation, monitoring, and optimisation of Software-Defined Wide Area Network (SD-WAN) solutions supporting SATCOM and hybrid communication environments.
Support SD-WAN architecture, deployment and lifecycle management, integration of SD-WAN with SATCOM, terrestrial and hybrid WAN connectivity, centralised policy-based routing, application-aware traffic steering, dynamic path selection, and link optimisation across multiple transport technologies.
SATCOM Control Segment Integration
Support the networking, connectivity, and integration of the SATCOM control segment, including the respective hardware and software tools and applications located at distributed NCIA facilities.
Operations, Troubleshooting, and Optimisation
Provide technical expertise to support the reliable operation, maintenance, troubleshooting, and optimisation of the network infrastructure supporting SATCOM service delivery.
Perform technical analysis, identify performance issues, support fault resolution, and provide engineering recommendations to improve service reliability and operational effectiveness.
Support technical coordination with relevant resolver teams and stakeholders as required.
All activities shall be performed in accordance with NCIA processes and procedures, ensuring compliance, traceability, and auditability.
3.2 SATCOM Network Engineering Deliverables
The Contractor shall produce and maintain the following deliverables as part of the SATCOM Network Engineering Services:
SATCOM Network Engineering Documentation: Technical documentation supporting SATCOM network design, architecture, integration, operation, and optimisation activities.
Technical Assessments and Engineering Reports: Technical analyses, documented findings, and engineering recommendations supporting SATCOM service performance, troubleshooting, and continuous improvement activities.
Network Architecture and Integration Documentation: Updated architecture diagrams, interface documentation, and technical artefacts supporting SATCOM network connectivity, control segment integration, and associated infrastructure.
Operational and Technical Support Documentation: Technical records, recommendations, and supporting documentation generated as part of incident resolution, troubleshooting, optimisation, and change implementation activities.
All deliverables shall be produced in accordance with NCIA requirements and shall be subject to review and acceptance as part of the service performance validation process.
3.3 Continuous SATCOM Network Engineering Improvement
The Contractor shall identify opportunities for SATCOM engineering optimisation, performance enhancement, and operational efficiency improvements; propose and track corrective and preventive technical actions; and monitor technical trends, recurring issues, and stakeholder feedback to support long-term SATCOM capability improvements.
All improvement actions shall be documented; reviewed during technical and governance meetings; and tracked to completion.
3.4 SATCOM Network Engineering Reporting
The Contractor shall establish, maintain, and operate a structured reporting framework to ensure full visibility of SATCOM network engineering activities, operational status, service performance, and compliance with the requirements of this Statement of Work (SoW).
The reporting framework shall provide transparent and auditable evidence of progress against agreed deliverables, performance objectives, and defined KPIs; enable continuous monitoring of network engineering activities, service availability, technical risks, dependencies, and operational issues; provide visibility of operational and engineering activities, including technical assessments, network integration activities, troubleshooting, optimisation activities, technical documentation, and stakeholder coordination; support governance, decision-making, and prioritisation of SATCOM network engineering activities; and facilitate performance validation and application of service credits.
3.4.1 SATCOM Network Engineering Report
The Contractor shall produce monthly SATCOM Network Engineering Reports, including, as a minimum: progress status against agreed deliverables, milestones, and planned activities; status of SATCOM network engineering activities; summary of engineering analyses and technical assessments performed; status of network architecture, interoperability assessments, and standards compliance activities; risks, issues, assumptions, dependencies, and mitigation actions related to SATCOM network engineering activities; status of corrective, preventive, and improvement actions; summary of stakeholder coordination activities, workshops, technical meetings, and review outcomes; and operational topics, including configuration management, documentation updates, and security compliance status.
3.4.2 Technical Issue Reporting
For high-priority technical issues or risks impacting SATCOM network engineering activities, the Contractor shall provide support to initial notification through timely technical input; regular technical status updates to relevant stakeholders and project management; and Technical Issue Reports including root cause analysis, impact assessment, and corrective and preventive actions.
The Contractor shall ensure that all technical communication is timely, clear, and aligned with NCIA governance and project management practices.
3.4.3 KPI Reporting
The Contractor shall provide KPI measurement data and supporting evidence; identification of KPI breaches; and calculation of applicable service credits.
This report shall serve as the basis for performance validation and payment.
3.4.4 Reporting Obligations
The Contractor shall ensure that all reports are completed and submitted no later than the fifth (5th) working day following the end of the respective reporting period, unless otherwise agreed.
All reports shall be accurate, complete, and aligned with data recorded in the NCIA ITSM toolset; suitable for performance validation, KPI assessment, and payment adjustment; produced using NCIA-approved formats and tools; traceable and auditable; and reviewed during regular service review meetings.
NCIA reserves the right to request clarification of reported data, validate reported information against system records, and require corrective actions in the event of discrepancies or deficiencies.
3.5 Governance Model
The Contractor shall establish and operate a structured Governance Model to ensure effective oversight, control, coordination, and continuous improvement of the services delivered under this Statement of Work.
The Governance Model shall ensure visibility of SATCOM network engineering activities and associated operational and technical risks; provide a structured mechanism for reviewing technical quality, interoperability considerations, risks, issues, assumptions, dependencies, and overall engineering effectiveness; enable timely technical input to support decision-making, prioritisation, and escalation of network engineering and service-related matters; support continuous improvement of SATCOM network engineering activities, including tracking and closure of improvement actions, risks, and mitigation measures; ensure alignment with NCIA processes, applicable NATO governance frameworks, interoperability requirements, and operational priorities; and support coordination and collaboration with NCIA, ACO, and other relevant NATO stakeholders involved in SATCOM network engineering activities.
3.5.1 Governance Structure
The governance structure shall include the following levels:
Operational Level (Day-to-Day Management): Focus: to ensure effective execution, coordination, and control of daily SATCOM network engineering activities. Scope: review of ongoing SATCOM network engineering activities and escalations; coordination with NCIA and relevant stakeholders for technical issue resolution and alignment of deliverables; monitoring of engineering activities, technical risks, dependencies, assumptions, and emerging issues; coordination and execution of planned engineering activities, technical reviews and documentation updates; and identification of technical or operational issues requiring escalation or follow-up actions. Frequency: Daily or as required.
Service Review Level (Performance Management): Focus: to provide structured oversight of SATCOM network engineering activities, service performance, and continuous improvement. Activities: review of KPI performance and compliance against agreed deliverables and milestones; validation of Monthly SATCOM Network Engineering Reports; review of major technical issues, risks and engineering analyses; review of stakeholder feedback, technical review outcomes, and escalations; review and prioritisation of corrective, preventive, and improvement actions; identification and management of risks, issues, assumptions, and dependencies; and alignment on upcoming engineering activities, technical reviews, technical risks, and forward planning. Frequency: Monthly (or as agreed).
3.5.2 Security Clearance
The assigned personnel by the Contractor shall possess valid NATO-SECRET Personal Security Clearance for the duration of the Period of Performance.
3.6 Working Provisions
3.6.1 Place of Performance
The primary place of performance shall be Mons, Belgium, in designated NATO Class I and II Security Areas.
3.6.2 Hours of Performance
The services shall be performed during standard NCIA working hours from Monday to Thursday from 08:30 until 17:30 and Friday from 08:30 until 15:30.
3.6.3 NCIA-Furnished Property and Services
NCIA shall provide access to necessary tools, data, and NATO networks, subject to applicable Agency policies, security authorisation, and coordination requirements.
3.6.4 Travel Requirements
This Task Order requires scheduled travel consisting of up to 12 visits to NCIA sites per year, excluding overseas travel, for a maximum of 3 working days each visit. The travel, lodging, and associated expenses for travel are included in the price of the bid (NTE), such that the purchaser shall not be invoiced.
Extraordinary Travel may be required (to other NATO or non-NATO locations) as necessary. In the event of such unforeseen meetings being called, the cost of all travel and subsistence will be addressed through a contract amendment. Expenses will be reimbursed in accordance with Article 5.5 of the AAS+ Framework Contract. Such costs will be set as a separate PO line to cover and reimburse actual expenses upon submission of all receipts and invoices in line with NCIA processes.
4. SERVICE PERFORMANCE
The performance of each assigned personnel shall be measured against the Key Performance Indicators (KPIs) defined in this Section. Performance shall be assessed through the following indicators: KPI 1 - Deliverables Submission Timeliness, ensuring that all required deliverables, including SATCOM Network Engineering documentation, technical reports, engineering reports, architecture documentation, and other technical deliverables, are submitted in accordance with agreed schedules and milestones; KPI 2 - Technical Quality of Documentation, ensuring that all deliverables meet required standards of clarity, completeness, technical accuracy, and consistency with NATO and NCIA expectations; KPI 3 - Responsiveness to Tasking and Change Requests, ensuring timely and effective response to tasking, evolving requirements, clarification requests, and adjustments to deliverables or scope; KPI 4 - Stakeholder Coordination Effectiveness, ensuring active and effective contribution to coordination activities with NCIA and relevant stakeholders, including participation in meetings, workshops, and technical exchanges; and KPI 5 - Customer Satisfaction, ensuring satisfactory performance as reflected through feedback from NCIA leads and relevant stakeholders regarding quality, collaboration, and overall support effectiveness.
All KPI thresholds, performance monitoring, and associated Service Credits shall be applied as defined in this Section and linked to the reporting and payment mechanism.
4.1 KPI Measurement
The performance of the assigned personnel shall be measured on a monthly basis as follows:
KPI 1 - Deliverables submitted on schedule: Compliant (Met) where ninety-nine-point-nine percent (99.9%) of deliverables are submitted in accordance with agreed milestones and deadlines. Non-Compliant (Not Met) where less than ninety-nine-point-nine percent (99.9%) of deliverables are submitted on time. Frequency: Monthly.
KPI 2 - Technical quality of documentation: Compliant (Met) where ninety-nine-point-nine percent (99.9%) of deliverables meet the required technical quality standards. Non-Compliant (Not Met) where less than ninety-nine-point-nine percent (99.9%) of deliverables meet the required standards. Frequency: Monthly.
KPI 3 - Responsiveness to tasking and change requests: Compliant (Met) where one hundred percent (100%) of tasking and change requests are addressed within agreed timelines. Non-Compliant (Not Met) where less than one hundred percent (100%) of tasking and change requests are addressed within agreed timelines. Frequency: Monthly.
KPI 4 - Contribution to stakeholder coordination: Compliant (Met) where ninety-nine-point-nine percent (99.9%) of required stakeholder coordination activities are effectively supported. Non-Compliant (Not Met) where less than ninety-nine-point-nine percent (99.9%) of coordination activities are supported. Frequency: Monthly.
KPI 5 - Customer satisfaction (feedback from NCIA leads): Compliant (Met) where the average stakeholder satisfaction rating is equal to or greater than four (4) out of five (5). Non-Compliant (Not Met) where the average rating is below four (4) out of five (5). Frequency: Bi-annually.
4.2 Service Credits
4.2.1 KPI Weighting
Each KPI shall contribute to the overall service performance as follows:
KPI 1 - Deliverables submitted on schedule: 2.5%
KPI 2 - Technical quality of documentation: 2.5%
KPI 3 - Responsiveness to tasking and change requests: 2.5%
KPI 4 - Contribution to stakeholder coordination: 2.5%
KPI 5 - Customer satisfaction: 5% (bi-annual)
4.2.2 Calculation of Service Credits
Where a KPI is determined to be Non-Compliant (Not Met) in accordance with Section 4.1, the corresponding percentage specified in Section 4.2.1 shall be applied as a Service Credit.
Service Credits shall be calculated based on validated KPI results; be documented in the Service Performance Report; be reviewed and confirmed during service review meetings; and be deducted from the corresponding invoice.
For KPI 1 to KPI 4: Where one or more KPIs are assessed as Non-Compliant during the applicable reporting period, the corresponding KPI weightings shall be cumulative. The Total Service Credit applicable for the reporting period shall be calculated as follows: Total Service Credit (%) = Sum of the KPI weightings for all KPIs assessed as Non-Compliant. The monetary value of the applicable Service Credit shall be calculated as follows: Service Credit Value = Total Service Credit (%) x Monthly Performance-Based Fee.
For KPI 5 - Customer Satisfaction (CSAT): As it is measured on a bi-annual basis, the associated Service Credit shall be assessed separately from the monthly KPIs. Where KPI 5 is assessed as Non-Compliant, the applicable Service Credit shall be calculated as follows: CSAT Service Credit Value = KPI 5 Weighting (%) x Six (6) x Monthly Performance-Based Fee. The applicable CSAT Service Credit shall be calculated once per bi-annual assessment period; be documented in the corresponding Service Performance Report; and be deducted from the first applicable invoice following completion of the bi-annual assessment period.
4.2.3 Cap on Service Credits
The total service credits applied in any reporting period shall not exceed ten percent (10%) of the applicable monthly service fee.
4.3 Audit and Verification
The Contractor shall ensure that all KPI measurements and service credit calculations are accurate, transparent, and auditable.
The Purchaser reserves the right to verify KPI results; request supporting evidence; and challenge any calculation deemed incorrect.
5. PAYMENT
5.1 Monthly Service Fee
The work carried under this Statement of Work shall be delivered on the basis of a fixed monthly service fee. The monthly service fee shall cover all costs associated with the delivery of the services, including personnel, management, tools, overheads, and travel as defined in this SoW.
The Monthly Service Fee shall be structured as follows:
Monthly Fixed Fee: Equal to eighty-five percent (85%) of the Monthly Service Fee and payable upon acceptance of the services delivered during the applicable reporting period.
Monthly Performance-Based Fee: Equal to fifteen percent (15%) of the Monthly Service Fee and subject to performance assessment against the applicable KPIs defined in Section 4.1 and shall be adjusted through the application of Service Credits in accordance with Section 4.2.
5.2 Payment Adjustment
The monthly payment shall be subject to adjustment based on the Contractor’s performance against the KPIs.
The payable Monthly Performance-Based Fee shall be calculated as follows: Payable Monthly Performance-Based Fee = Monthly Performance-Based Fee - Service Credit Value.
The final payable amount shall be calculated as follows: Final Payment = Monthly Fixed Fee + Payable Monthly Performance-Based Fee.
5.2.1 Invoicing
The Contractor shall submit invoices on a monthly basis in arrears. Each invoice shall correspond to the services delivered during the relevant calendar month; include the applicable monthly service fee; clearly identify any applicable service credits in accordance with Section 4.2; and be supported by the Service Performance Report for the same period.
Payment of the monthly invoice shall be subject to delivery of the services in accordance with the provisions of this Statement of Work; submission of the Service Performance Report; and validation of KPI performance and service credit calculations.
6. PERIOD OF PERFORMANCE
This Statement of Work is expected to commence as soon as possible but no later than 09 November 2026 (tentative) until 31 December 2026. The Period of Performance may be extended through the exercise of the following option periods, at the sole discretion of the NCIA: Year 2 (Option Year 1), a period of twelve (12) months immediately following the completion of Year 1; and Year 3 (Option Year 2), a period of twelve (12) months immediately following the completion of Year 2.
7. REPLACEMENT
Any replacement of the personnel assigned shall be subject to prior written approval by NCIA and shall meet or exceed the qualifications, experience, and security requirements defined for the respective profile. In the event that assigned personnel become unavailable during the Period of Performance, the Contractor shall propose a suitable replacement candidate and ensure seamless continuity of the services at no additional cost, including the provision of appropriate knowledge transfer.
The Contractor shall ensure an orderly handover of services both in the case of personnel replacement and at the conclusion of the Period of Performance. This shall include the transfer of all relevant documentation, data, work products, system configurations, and operational procedures necessary to maintain continuity of service delivery. The Contractor shall also provide reasonable support to NCIA and, where applicable, to any follow-on contractor, including clarification of activities and assistance in mitigating disruption.
All transition activities shall be completed within a timeframe agreed with NCIA and in accordance with NCIA instructions. All applicable NCIA Terms and Conditions shall apply.
8. QUALIFICATIONS
[See Requirements]
Requirements
3.5.2 SECURITY CLEARANCE
The assigned personnel by the Contractor shall possess valid NATO-SECRET Personal Security Clearance for the duration of the Period of Performance.
8. QUALIFICATIONS
Specific Technical Qualifications
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University Degree or Higher Vocational Training in Telecommunications, Electronics, Information Technology, Network Engineering, SATCOM Engineering, or a related field.
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A minimum of five (5) years of experience in IP networking, including routing, switching, WAN technologies, and troubleshooting of complex network environments.
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Experience supporting SATCOM, WAN, or deployed communication systems in operational or mission-critical environments.
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Proven understanding of network concepts, including TCP/IP, IPv4 addressing and subnetting, TCP and UDP protocols, MTU and MSS considerations, and Layer 2 and Layer 3 networking fundamentals.
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Practical experience with routing and switching technologies, including static routing, OSPF, IS-IS, VLANs, Layer 2 and Layer 3 services, and the ability to analyse routing tables, forwarding decisions, routing convergence issues, and end-to-end traffic paths.
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Basic understanding of BGP fundamentals and route redistribution concepts.
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Practical experience with tunnelling technologies, including GRE, IPSec, GRE over IPSec, and L2TP.
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Ability to deploy, troubleshoot, and validate tunnelled environments, including diagnosis of encapsulation issues, connectivity problems, MTU and MSS-related issues, and end-to-end communication across multiple network domains.
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Proven understanding of SATCOM architectures, including SCPC and MCPC systems, SATCOM transport characteristics, satellite latency and bandwidth constraints, and integration of SATCOM transport into enterprise IP networks.
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Experience with VLAN tagging, mapping, trunking, traffic segmentation, SD-WAN technologies, and hybrid WAN architectures.
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Understanding of the impact of packet loss and jitter on operational services and applications.
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Ability to diagnose and resolve end-to-end connectivity issues, including routing issues, tunnel failures, packet loss, high latency, application connectivity problems, and asymmetric routing.
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Experience supporting operational deployments, exercises, and mission-related activities.
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Experience with Cisco routing and switching platforms.
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Understanding of network monitoring and performance management tools.
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Experience with service management processes, including incident management, problem management, and operational support processes.
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CCNA certification, or equivalent practical experience.
General Technical Qualifications
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Solid understanding of NATO operational standards, procedures, responsibilities, and communication protocols.
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Experience with SATCOM operations, engineering support, deployed communication systems, or related defence communication environments.
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Strong analytical capability applied to system performance, interoperability, troubleshooting, technical assessments, and fault isolation activities.
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Experience with IT Service Management (ITSM) platforms and service reporting tools in complex enterprise environments.
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Knowledge of SLA, OLA, and underpinning service management concepts.
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Proficiency in service performance reporting, trend analysis, and customer communication.
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Familiarity with network and unified communications technology domains to provide technically credible service support.
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English language proficiency at minimum C1 level.
Professional Competencies
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Strong communication skills, with the ability to clearly articulate complex technical concepts to technical and non-technical stakeholders.
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Strong interpersonal skills, enabling effective collaboration with NCIA teams, technical teams, customers, and senior stakeholders.
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Ability to work independently with minimal supervision while contributing effectively as part of a team.
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Ability to coordinate technical investigations across multiple teams and support end-to-end fault isolation.
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Strong analytical and problem-solving capabilities.
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Customer-focused approach in operational and service delivery environments.
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High level of motivation, adaptability, and collaboration.
Desirable Qualifications
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Relevant industry certifications are desirable; a CCNP Enterprise certification, or equivalent experience, is preferred.
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Experience in NATO or multinational military environments is strongly desirable.
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Knowledge of NATO and NCIA structures, roles, and organisational context is desirable.
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