2025-0063 Provision of Satcom Technical Support Services (NS) TURKEY - 25 Mar

Deadline Date:  Tuesday 25 March 2025
 
Requirement:   Provision of Satcom Technical Support Services
 
Location:  Izmir, TURKEY
 
Full Time On-Site:  Yes
 
Time On-Site:  100%
 
Not to Exceed: 53,190 EUR
 
Required Start Date:  1 May,2025
 
Required Security Clearance:  NATO SECRET
 
Project Specifics:
 
Background:
The NCI Agency has been established with a view to meeting 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
The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO’s political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATO’s technological edge and ensuring the collective defence and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.
 
Key Responsibilities:
We are seeking support for our Satellite Communication Support team. The Service Provider will be responsible for the installation, maintenance, and repair of satellite communication systems. The service provider shall offer support services including the following activities: with excellent technical skills, problem-solving abilities, and a commitment to providing top-level customer service
 
Installation and Setup:
The complete Installation and the configure configuration of all elements of a satellite communication system.
Baseband elements: SATCOM modems, routers, switches, media converters, matrix switches, line amplifiers and other active and passive elements.
Low and high power RF elements: UP/Down Converters, Intermediate and high power amplifiers, LNA's, RF over Fiber converters and other active and passive RF elements.
Antenna elements: Motor DC/AC, power/servo drives, gearbox, Antenna control system elements, Dehydrator.
Monitor and Control system: workstations, servers, gateways, Digital signal processors, network elements and analogue/digital interface elements.
Software: Windows, Linux, Network IOS, proprietary system monitor and control application software, software system configurations.
 
The Updates/changes of hardware and software configuration:
On all satellite station elements as required or ordered / requested.
Satellite link setup network, baseband and RF configuration.
Software / configuration update and patches on all systems as required.
 
The installation of Power/data cable and fibre optic cable, maintaining, labelling and updating as-built documents.
To support the local Power technician in install and setup:
Power generation and distribution systems.
Heating and cooling systems.
Ancillary systems. (Fuel, water supply domestic and fire protection.)
 
Maintenance and Repair:
Conduct regular maintenance inspections of all active/passive SATCOM, Power, HVAC, security and ancillary elements/systems following the guidelines and instructions of the specific system preventive maintenance procedure to ensure the systems are functioning correctly.
Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections.
Conduct regular preventive maintenance tasks:
Cleaning of all active and passive elements/systems SATCOM, Power, HVAC, security, ancillary and system room/locations following the guidelines and instructions of the specific system preventive maintenance procedure.
Greasing of mechanical parts following the guidelines and instructions of the specific system preventive maintenance procedure.
Measure and adjust where required of active/passive electronic elements/systems following the guidelines and instructions in the specific system preventive maintenance procedure.
Assist power technician in preventive maintenance tasks as required.
Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly preventive maintenance tasks.
Diagnose and repair any issues with SATCOM, Power, HVAC, security and ancillary system following the guidelines and instructions of the specific system corrective maintenance  procedure.
Replace faulty components and update software of SATCOM, Power, HVAC, security, ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.
 
Service Delivery Support:
Stakeholder Management: Communicate with team members and customers to understand their needs and provide updates and solutions.
Service Support: Provide technical support and troubleshooting assistance for local and remote users/customers.
Configuration management: Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook.
Support Model: The service needs to be delivered under the lead by the site Station Commander and integrated with the current on-site support team on a 24/7 basis.
 
Others:
The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager.

Safety and Compliance and other arrangement:

• Follow all safety protocols to prevent accidents and injuries.
• Ensure compliance with agency, industry standards and regulations.
• Keep up-to-date with the latest advancements in SATCOM and networking communication technology used on site.
• The Contractor shall manage and be responsible for all activities mentioned in the Section 2.
• The Supplier shall strive to lower the rotation of Contractor’s personnel and maintain the same staff Contractor working under this SoW.
• The Purchaser will support the Contractor with access to the IT systems as required.
• The Contractor shall install and operate the equipment following the manufacturer’s requirements.
• The Contractor shall minimize the impact to the service during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
• The Contractor will report to and receive guidance from The Station Commander, Station Engineer Lead and Service SATCOM Operations Lead.
• The Contractor shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scope

• Ability to work on 24 hr shifts
• Security Clearance: The Contractor shall possess valid NATO-SECRET Personal Security Clearances for the duration of the Contract performance
• Language Proficiency: English: C1 (mandatory) + Local assignment language fluency (nice to have)

• High school diploma or a degree in electronics or a related network/ communication field experience of 10 years is required.
• At least 5 year of experience as a satellite technician or in a similar role.
• Good knowledge of electronic and RF measurement instruments, proficiency with hand and power tools.
• Excellent customer service and communication skills.
• Valid driver’s license and reliable transportation.
• Preferred Certification CompTIA A+ or Network+ certification