2025-0015 Service Coordination Assistance for NCIA Technicians (NS) NETHERLANDS

Deadline Date:  Tuesday 4 March 2025
 
Requirement:   Provision of service coordination assistance for NCIA technicians

Location:  Brunssum, NETHERLANDS
 
Full-Time On-Site:   Yes
 
Not to Exceed:  NTE 119,610 EUR (NTE 199,935 EUR per quarter and per Contractor) (Two Service Providers are required)
 
Required Start Date:  1 April 2025

Required Security Clearance:  NATO SECRET
 
Introduction
The NCI Agency has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and  service provision related to Consultation, Command & Control as well as Communications,  Information and Cyber Defence functions, thereby also facilitating the integration of  Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated  information exchange. 
Under the direction of the Chief Service Operation (CSO), the CIS Sustainment Support Centre  (CSSC) provides effective and efficient Static & Deployable ICT System Repair &  Maintenance, as well as, ICT Hardware Asset Management (AM) Services in support of NATO  Operations, Exercises and Training. 
 
Objective:
Support is required to help the NCIA in reducing its response time for deployable CIS and augmenting its availability via on-call support. The main objective is to augment operational  efficiency by having on-site support to better enable NCIA technicians via administrative support, documentation and reporting as well as equipment management.  
The second main objective is to raise preparedness via better record keeping and metrics tracking. 
 
Scope of Work:
Administrative support: 

• Manage scheduling, including coordinating technicians and maintaining duty calendar; 
• Monitor technician assignments and duties to optimize and ensure fairness in the duty  schedule; 
• Coordinate the accurate allocation of technicians hours with Resource Management  Branch and the relevant Line Management; 
• Maintain and update the time account system for all technicians; and e) Ensure compliance with unit’s directives for allocations. 

• Oversee the acquisition of consumables, spare parts and other material for all of EMB.
• Coordinate with technicians to clearly understand the requirement; 
• Monitor inventory levels and keep accurate records of all procurement activities; and d) Liaise with acquisition to monitor procurement timeline and review bids. 

• Ensure spare parts, tools, consumables are readily available for urgent corrective  maintenance; 
• Perform pre and post trip readiness checks for tools and consumables; c) Ensure equipment and vehicles are organized to maximize efficiency; and 
• Monitor usage and expiration on consumables such as lubricants and replace as  needed. 

• The Supplier shall manage and be responsible for all personnel providing the service  coordination assistance to the CSSC technicians. 
• The Contractors shall be knowledgeable and experienced in the nature of the tasks  and activities of the Service. Higher vocational training in Telecommunications,  Electronics, Electrical, or Computer Engineering, with 2 years post-related 
• experience, or a secondary educational qualification with 4 years post-related  experience. 
• The Contractors shall have working knowledge of IP networks, a working  understanding of defence, NATO CIS and RF systems. 
• The Contractors shall be from one of the NATO nations. 
• The Contractors shall possess valid personal NATO Secret security clearances for  the duration of the contract performance. 
• The Contractors will be required to work within a NATO country, following the rules  and regulations applicable for the operations of NATO CIS. 
• The Contractors shall be courteous and professional in dealing with NATO and  Purchaser’s staff. Shall have proven customer relationship skills. 
• The Contractors shall have sufficient knowledge in English language to allow smooth  verbal and written communication. 
• The Supplier shall strive to lower the rotation of personnel and maintain the same  staff working under this SoW. 
• The Supplier shall seek Purchaser’s approval prior to appointing new Contractors to  deliver services under this Statement of Work. 
• The Purchaser will support the Contractors with access to the IT systems as  required.  
• The Supplier shall submit requests for change of Contractor at least 30 days in  advance. 
• The Contractors shall handle the Purchaser’s furnished equipment (PFE) with due  care. 
• The Contractors shall install and operate the equipment following the manufacturer’s  requirements. 
• The Contractors shall bring immediately to the attention of the Purchaser Point of  Contact on-site any issues preventing the execution of the work. 
• The Contractors will report to and receive guidance from Purchaser Point of Contact  on-site, Service Owner and Service IT Operations Lead. 
• The Contractors shall participate in the asset management process and perform the  necessary asset accounting and recording activities in the asset inventory system  following the Purchaser site-specific procedures. 
• The Contractors shall liaise with other Purchasers’ support teams as necessary. 4.19 The Contractors shall follow local procedures to obtain physical unescorted access  to the JFCBS and CSSC building. 
• The Contractors shall deliver services in pair to augment and support each other,  ensuring constant presence at CSSC in Brunssum, NL. Working hours of CSSC  being Monday to Thursday 0730 to 1630 and Fri 0730 to 1300. 
• The Contractors shall not provide service outside normal CSSC working hours  included as well as weekends or any official holidays stated in Annex D. 4.22 The Contractors are not expected to travel.