The NCI Agency (NATO Communications and Information Agency) is hiring a Digital Collaboration Principal Technician. In this role, you will be a key technical authority providing 3rd level support for critical CIS services, with a focus on Voice and VTC infrastructure. You will ensure service reliability through remote diagnostics, maintenance, and guidance to junior staff.
What You'll Do
- Provide 3rd level technical support for CIS services to internal customers.
- Perform remote fault diagnosis and routine maintenance of the voice infrastructure, including call managers and gateways.
- Direct the work of technicians and site technicians.
- Advise customer sites on voice centralization, standardization, and best practices.
- Assist in creating and maintaining standard operating procedures.
- Coordinate configuration and testing of voice capabilities in the reference facility.
- Evaluate management tools and ensure user base understanding of their utilization.
- Investigate and propose long-term solutions to equipment and configuration problems.
- Conduct on-site surveys, validations, and acceptance testing when required.
- Deputize for higher grade staff as needed.
What We're Looking For
- Currently active NATO COSMIC TOP SECRET security clearance.
- Higher vocational training with 3+ years post-qualification experience, OR secondary education with 5+ years experience.
- At least 3 years implementing and managing collaboration tools in a digital ecosystem.
- Experience deploying communication and collaboration software (video conferencing, messaging, document sharing).
- Extensive configuration experience with Cisco Call Managers and Cisco Unified Border Elements.
- Very good knowledge of transmission and telecommunications systems engineering.
- High-level operational knowledge of voice management appliances like Cisco Prime.
- At least 2 years experience designing, deploying, and configuring VoIP solutions.
- Experience with device management tools such as HP Network Automation, SolarWinds, or Intermapper.
- Very good knowledge of VoIP protocols: SIP, TLS, MGCP, H.323, RTP.
- Experience integrating VoIP equipment with unified communications solutions like Microsoft Lync, Skype for Business, or Cisco Jabber.
- Hands-on experience with virtual environments (ESXi, vSphere, vCenter).
- Ability to use vendor toolkits to analyze data for service improvement and troubleshooting.
- Experience with design, deployment, and testing of Cisco CUBE session border controllers.
- Working knowledge of TCP/IP protocols.
- Experience in performance, accounting, fault, security, and configuration management of digital networks.
Nice to Have
- Experience with Cisco Call Centre Express (UCCX).
- Understanding of contemporary telecommunication technology, including TDM.
- Basic knowledge of relational database design.
- Familiarity with military voice and data systems.
- Experience integrating communications systems with Active Directory and PKI.
- Experience preparing technical documentation and standard operating procedures.
- Experience with monitoring platforms (CA Spectrum, SolarWinds, SNMP).
- Scripting experience, ideally in Python.
- Certified ITIL Foundation.
- Prior experience working in an international environment with military and civilian elements.
Technical Stack
- Cisco Call Managers, Cisco Unified Border Elements, Cisco Prime
- VoIP, SIP, TLS, MGCP, H.323, RTP
- Microsoft Lync, Microsoft Skype for Business, Cisco Jabber
- ESXi, vSphere, vCenter
- HP Network Automation, SolarWinds, Intermapper, Cisco CUBE
- TCP/IP
Team & Environment
You will direct the work of technicians and site technicians and will have opportunities to deputize for higher grade staff.
Work Mode
This is an onsite position located in Mons, Belgium.
The NCI Agency is an equal opportunity employer.
