Deadline Date:
04 March 2025
Requirement: Provision of local Technical Assistance Centre Services (Ser vice Kiosk) and Event Build and Setup Support Joint Warfare Centre Programme of Work
Location:
Stavanger, Rogaland, NORWAY
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
270,180 EUR
Required Start Date:
1 April 2025
Required Security Clearance:
NATO SECRET
High Level Description:
Full lifecycle Level 1 CIS support to Exercise event (imaging, transporting, setup, support and teardown activity) of between 30 – 1200 sets of CIS equipment per scheduled customer event.
- A set of CIS equipment may consist of end-user equipment such as e.g. thin clients, lap tops/workstations, monitors, keyboards, mouse and phones.
desks and successfully connecting to the network.
- Level 1-2 CIS support will be required during the exercise event itself.
- After the event deployed CIS equipment needs to be collected, returned to original state, and stored at the local CSU warehouse.
Specific Working Condition:
- The Service will be delivered in Stavanger, Norway in a typical office environment and secured areas below ground.
- The Service shall be provided during the CSU’s standing working hours - Monday to Friday 07.30-15.30 hrs excluding site-specific official holidays (as per Annex B). The list of site-specific official holidays shall be distributed for each optional follow-on year, should such option be ex ercised.
- During exercises/events, the Service provision shall typically take place 07.30-20.00 hrs, includ ing weekend days and site-specific official holidays. The list of site-specific official holidays is
- The Service provision includes some heavy lifting and moving of equipment.
The Contractor’s personnel providing services under this SoW is required to have the following MAN DATORY Requirements:
- Minimum 2 years’ experience working in a CIS environment
- Minimum 2 years’ experience supporting IT users, desktop hardware and software
- Minimum 2 years’ experience working in an IT administration role, predominantly within a Microsoft Windows environment
- Experience in a Service Support or Service Desk environment with a customer sup port/focused approach, and in the use of related software/toolsets (e.g. ITSM)
- Practical experience detecting and troubleshooting technical issues of end-user equip ment and peripheral devices
- A strong understanding of CIS systems and the ability to work independently
- Knowledge and experience of network configuration and troubleshooting
- Experience of providing hands on technical assistance across a diverse range of CIS equipment including but not limited to Workstations, Laptops, scanners, printers, AV and VTC equipment
- Working knowledge of the capabilities and deployment of workstations and laptops
- Working knowledge of current operating systems and office automation software
- Working knowledge of ITIL processes and procedures (incident, change, configuration and asset management)
- A thorough knowledge of the English language, both written and spoken to allow smooth communication.
- Computing Technology Industry Associating (CompTIA A+) or Microsoft Certified IT Profes sional certification
- Working knowledge of SharePoint
- Background and experience in NATO static and deployable CIS equipment and networks • Working knowledge of policy, procedures, and organization of NATO CIS
- Working knowledge of ITSM ticketing tools (BMC Remedy).