Exercise CIS Technical Support

Essential Qualifications/Experience:

·       Proven experience in end-user IT support (desktops, laptops, peripherals) in an enterprise or operational environment

·       Experience with the device setup, reimaging and software installation

·       Practical experience in the VDI-based environment

·       Hands-on experience in user support and troubleshooting (hardware, OS, connectivity)

·       Experience working in a ticketing or service management system (logging and tracking tasks, e.g. ITSM)

·       Familiarity with working in structured environments (following procedures, processes, checklists, and instructions)

·       Good working knowledge of Windows operating systems (installation, configuration, troubleshooting), Basic networking (IP addressing, connectivity checks, Wi-Fi/LAN issues), Standard office software and common enterprise tools

·       Basic understanding of IT security practices (e.g., password handling, access control, safe use of devices)

·       Ability to follow and develop documented procedures and technical instructions

·       Ability to prioritize and handle multiple tasks in a fast-paced environment (e.g., during exercises)

·       Good communication skills for interacting with users and team members

·       Ability to accurately record work performed (ticket updates, logs, checklists)

·       Willingness and ability to work on-site and during extended hours when required (e.g., exercises)

Desirable Qualifications/Experience:

·       Experience in NATO or NCIA environments

·       Knowledge of ITIL practices

·       Experience supporting CIS deployments for exercises

·       In-depth knowledge of VM Ware and Microsoft systems / tools

DUTIES/ROLE:

·       General

ü  The Contractor personnel shall deliver Exercise CIS Technical Support service in support of the CSU Bydgoszcz SOB, focusing on the preparation, configuration, deployment, maintenance and lifecycle support of all assigned end-user CIS equipment and associated operational activities

ü  The services shall encompass low-to-medium complexity technical tasks related to the endpoint management, including workstation and laptop reimaging, configuration in accordance with the approved baselines, execution of assigned updates and patching activities as well as administration of the user accounts and access rights. The Contractor personnel shall ensure that all tasks are executed in compliance with the NCIA policies, technical standards and operational procedures

ü  All services shall be delivered in an outcome-based manner, with clearly defined deliverables, measurable outputs and traceable records of completion. The Contractor personnel shall ensure that all activities are properly documented in relevant systems and that all outputs are auditable and verifiable

ü  The Contractor personnel shall operate as an integral part of the SOB, supporting day-to-day operational requirements as well as preparation and execution of CIS support activities for exercises and other operational events

·       Governance and Prioritisation

ü  The Contractor personnel shall perform all activities under the direction of the Purchaser, who will assign, prioritize and validate tasks through established service management processes.

ü  All work shall be initiated based on the authorized requests, including but not limited to Work Orders (WOs), service requests, tasking instructions, or equivalent mechanisms defined by the Purchaser. The Contractor personnel shall ensure that all assigned tasks are executed within the agreed timelines and in accordance with the operational priorities.

ü  The Contractor personnel shall maintain regular communication with the Purchaser’s Points of Contact, provide status updates on ongoing activities and promptly report any issues, risks, or deviations that may impact service delivery. The service shall be delivered by two (2) Contractors.

·       Support to other CIS service areas

ü  In addition to the core responsibilities within the SOB, the Contractor personnel may be required to provide support to other CIS service areas within CSU Bydgoszcz, where such a support is directly related to the endpoint services and remains within the defined technical scope of this SoW

ü  Such a support may include assistance with deployment activities, coordination with other technical teams, or execution of related operational tasks, as directed by the Purchaser