Technician (Voice Engineering) (NATO-NCIA)

Mons, Belgium, Sapienza Consulting [C002350a]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a Serco company, is recruiting a NATO Secret cleared Technician (Voice Engineering), to work on the AAS Project at NATO-NCIA, with work location in Mons, Wallonia, Belgium.


Duties & Role:

Under the direction of the Cell Head & Engineer (Voice Engineering), the incumbent will perform the following duties:

  • Assist in the delivery of 2nd and 3rd level technical support of CIS services to NCI Agency customers;
  • Support remote fault diagnosis of CIS services to NCI Agency customers;
  • Carries out remote routine maintenance of the static Voice infrastructure, management appliances and other NATO Voice equipment;
  • Performs remote fault diagnosis on Call Managers, Session Border Controllers and Gateways as required during life cycle support;
  • Assists in the creation and maintenance of Standard Operating Procedures within the Voice Cell as modifications or additions to current capabilities;
  • Coordination, and performance, of configuration, and evaluation, of test scenarios within the NGCS Reference Facility, pertinent to the area of Voice that is the focus of upcoming capabilities;
  • Be ready to participate in on-call shifts
  • Performing the practical evaluation of management tools and capabilities;
  • Install, activate, de-activate, recover and correct Voice Resources and Services;
  • Create, report, track and close Voice Resource and Service Trouble Tickets;
  • Monitor, collect and survey Voice Resource and Service Trouble Tickets;
  • Assists in logistic and asset management of voice services equipment;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.


Skill, Knowledge & Experience:

  • The candidate must have a currently active NATO SECRET security clearance.

Experience and Education:

  • Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;;
  • At least 4 years’ operation and configuration experience of Cisco Call Managers and Call Mangers Express;
  • At least 4 years’ operation and configuration experience of Cisco Unified Border Elements;
  • Minimum qualification of CISCO Certified Network Associate Collaboration (CCNA Col) or equivalent;
  • At least 4 years’ experience with deployment and configuration of VoIP solutions including Call Managers, management appliances and endpoints;
  • Experience with device management tools such as HP Network Automation, Solar Winds, Intermapper, to include adding devices to be monitored, creating automatic reporting thresholds, identifying devices that aren’t functioning properly;
  • Good knowledge of protocols and standards utilized in VoIP and Unified Communications; SIP, TLS, MGCP, H.323, RTP (incl. G.711, G.729 codecs), and other similar standards;
  • Experience with deployment and configuration VoIP equipment integration with Unified Communications solutions such as Microsoft Lync or Cisco Jabber;
  • Experience with virtual environments (ESXi, vSphere, vCenter)
  • Experience in utilizing of vendor’s toolkits for collection of maintenance data, and ability to analyze them for both: service improvement and troubleshooting purposes;
  • Experience with deployment, testing and evaluation of communications gateway Session Border Controller; Cisco CUBE;
  • Working knowledge of TCP/IP protocols;
  • One, or more, years’ experience in on-line performance, accounting, fault, security and configuration management of digital networks and associated transmission systems to include switching systems in support of voice and data transfer.

Desirable Experience and Education:

  • Experience with CISCO Call Centre Express (UCCX)
  • Understanding of the contemporary Telecommunication technology including TDM;
  • Familiarity with military voice and data systems;
  • Good knowledge of the principles of Command and Control (C2) Systems and the associated management expertise;
  • Experience of preparing technical documentation and Standard Operating Procedures;
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT.

Language Proficiency:

  • A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.

Competencies or Personal Attributes:

  • Deciding and Initiating Action – Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
  • Relating and Networking – Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
  • Adapting and Responding to Change – Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.

Candidates must be eligible to work at NATO-NCIA.

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