Key Duties

• Maintain and improve NATO voice and video conferencing (VTC) systems

• Support innovation in voice and video collaboration technologies

• Provide technical support to projects and work with project managers

• Perform configuration, testing, and routine maintenance of voice/VTC systems

• Support out-of-hours maintenance and deployments when required

• Manage change requests (CRQs) and authorised service interruptions (ASIs)

• Create and maintain technical documentation (configs, diagrams, reports)

• Train, mentor, and coach team members on new technologies

• Troubleshoot issues and propose long-term technical solutions

• Provide 3rd-level support for static and deployable voice/VTC infrastructures

• Act as deputy for senior staff when needed

• Perform other related duties as required

Essential Requirements

Education & Experience

• Bachelor’s degree in a relevant field 2 years’ experience,
  or

• No degree but 6 years of relevant, progressive experience

Professional Experience

• At least 2 years working with digital collaboration tools

• Experience designing, deploying, and managing voice & collaboration platforms

• Experience supporting end users

Technical Skills

• Strong experience with Voice and VTC systems

• Knowledge of SIP, H.323, PSTN

• Experience with security in voice/VTC (TLS, PKI, IPSec)

• Excellent troubleshooting skills in complex IP networks (QoS issues)

• Working knowledge of virtualization and cloud technologies

Certification

• ITIL Foundation (mandatory)

Desirable

• Experience with Cisco, Poly, Pexip

• CCNP Collaboration

• Monitoring tools (CA Spectrum, nGenius One, SNMPv3, Syslog)

• Python scripting and regex

• Cloud collaboration platforms (Microsoft Teams, Cisco Webex)

• Strong communication and stakeholder management skills

• Experience in international / military–civilian environments

• Knowledge of NATO structure and operations