RFQ 2025-0194 - Trellix Endpoint Software Suite Support

The contractor is required to provide 100% on-site Level 1 and Level 2 support at NCIA Headquarters, SHAPE, Mons (Belgium) for the Infrastructure Endpoint Protection Service based on Trellix solutions.

1. Operational Support

• Install, configure, and update Trellix software agents and products.

• Detect incomplete or rogue endpoints and coordinate remediation.

• Synchronize Trellix repositories with the vendor's sources; ensure daily updates.

• Support exception-based software installs or updates.

• Apply authorized configuration baselines and manage specific deviations.

• Monitor dashboards/logs for misconfigurations and work with Level 3 experts as needed.

2. Inventory Management

• Maintain the Configuration Management Database (CMDB) for all relevant systems.

• Execute support and maintenance tasks for all platforms described in Annex B.

3. Incident and Request Handling

• Log, categorize, prioritize, and resolve incidents using ITSM tools.

• Escalate unresolved issues to Level 3; ensure proper documentation and communication with users.

4. Transition Activities

• Execute Transition-In and Transition-Out Handover-Takeover (HOTO) plans with Gantt charts, risk registers, and shadowing phases.

5. Knowledge and Reporting

• Contribute to and maintain a knowledge base.

• Provide sprint outcome reports and retrospective insights.

• Participate in daily meetings and regular sprint reviews.

6. Monitoring and Automation

• Track performance metrics and KPIs.

• Develop and implement automation scripts to improve efficiency.

7. Communication and Collaboration

• Maintain effective communication with users and internal IT teams.

• Support may occasionally be required outside business hours (rarely exercised).

equirements and Qualifications

1. Security Clearance

• Must hold a valid NATO SECRET (NS) clearance for the contract duration.

2. Technical Experience (Minimum 3 years required in each area)

• Trellix ePolicy Orchestrator (EPO)

• Trellix Agent and Endpoint Security (ENS)

• Trellix Data Loss Prevention (Endpoint, Network, Discover)

• Rogue System Detection (RSD)

• Data Exchange Layer (DXL)

• Threat Intelligence Exchange (TIE)

• Application and Change Control (TACC)

• Data Encryption (Drive & File, Removable Media)

• Windows and Linux system administration

3. Skillsets

• Installation, Configuration, Management, Monitoring, Patching of Trellix tools

• Strong troubleshooting and analytical skills

• Automation with scripting (e.g., Shell scripts)

• Fluent in English, both verbal and written

4. Soft Skills

• Customer service orientation and user-centric communication

• Team collaboration, organizational skills, and attention to detail

• Ability to manage multiple tickets and meet SLAs

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