Voice Services Support Engineer (Cisco CUCM / OpenScape Alarm Response)

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

- Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.

- Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.

- Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.

- Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.

- Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

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Role ID – 2026-0122

Role Background

- We are seeking a Voice Services Support Engineer to join the NATO Digital Workplace Centre (NDWC), Shared Workspace Group, at the NCI Agency in Mons, Belgium. You will deliver continuous first-level support for the BMD OPSLOOP Voice services used by NCI Agency personnel in Mons and by colleagues on official duty there, working on-site as part of the NDWC team. The role covers daily readiness checks, troubleshooting, escalation, preventive maintenance and service improvement across voice systems that span networks of different classifications.

Role Duties and Responsibilities

- Provide first-level support to end users for daily business, and give user assistance before, during and after meetings

- Ensure BMD OPSLOOP Voice services are functional and fully operational

- Carry out daily preventive readiness checks, first-line troubleshooting and timely escalation of complex issues to L2/L3

- Log and maintain incident records and operational logs in the mandatory ITSM system

- Support the installation and verification of standard BMD OPSLOOP Voice systems

- Perform preventive maintenance and post-maintenance functional testing

- Monitor availability, reliability and performance of the voice systems, meeting service levels (99.5% availability)

- Analyse incidents, service requests and fault trends to identify recurring issues and propose corrective actions

- Maintain a Continual Service Improvement register and propose evidence-based improvements

- Provide additional event support for large conferences, VIP meetings and high-visibility events when requested

- Complete a monthly progress report and comply with NATO security policy and procedures

Essential Skills, Experience and Certifications

- 3-5 years of experience and strong knowledge of managing OpenScape Alarm Response (OScAR) servers, including Cisco Voice technologies such as CUCM, CUBE and UCCX

- 3+ years of experience managing call distribution lists, voicemail, ISDN and TDM technologies, and troubleshooting legacy TDM PABX integration with Cisco Voice

- 2+ years of experience with monitoring platforms such as nGeniusOne, CA Performance Management and CA Spectrum

- Good knowledge of VMware vSphere and vCenter

- Knowledge of Active Directory, Group Policy and Windows Update management

- Proficiency in troubleshooting hardware, software and network issues, with IP networking fundamentals related to OScAR servers

- Experience in, or working with, a military IT organisation delivering telephony support (Cisco, legacy PABX, OScAR) for exercises or operations

- Experience with ITSM tools and familiarity with ITIL best practices

- Basic knowledge of JavaScript, Python or similar scripting languages

- Education

- Bachelor's degree in Computer Science, Information Technology or a related field is preferred. Equivalent practical experience and industry certifications will also be considered.

- Strong analytical, problem-solving, communication and interpersonal skills, with the ability to work independently and as part of a team

- Knowledge of IT security best practices

- Strong English written and spoken communication skills

Working Location

- Mons, Belgium

Working Policy

- Full-time on-site

Travel

- Some travel to other NATO sites may be required

Security Clearance

- Valid National or NATO Secret personal security clearance