Deadline Date: Friday 31 October 2025
Requirement: Provision of IT Technical Support
Location: Brussels, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2025 BASE: starting date 25th November 2025 (tentative) – 31st December 2025 with possibility to exercise the following options:
2026 Option: 1st January 2026 until 31st December 2026
2027 Option: 1st January 2027 until 31st December 2027
Required Security Clearance: NATO SECRET
1 INTRODUCTION
NCIA – CSU BRU
To strengthen the Alliance through connecting its forces, the NCI Agency delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances’ business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.
The Directorate of CIS Support Units (DCSU) is responsible to manage, deliver and maintain assigned Communications and Information System (CIS) products and services for the Agency’s customers including NATO Headquarters (NHQ), the NATO Command Structure (NCS), NATO Force Structure (NFS), Nations and internal Agency users. DCSU provides liaison, planning and coordinating functions for Alliance Missions, Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Service Lines/Service Centres under the Enterprise Service Delivery Model (ESDM).
NCI Agency CIS Support Unit (CSU) Brussels, located in Brussels (BEL) is the primary Information, Communications and Technology (ICT) service provider for 24/7 support to the Secretary General, the International Staff (IS), the International Military Staff (IMS) and other Customers in the NATO Headquarters in Brussels. CSU Brussels enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.
2 SCOPE OF WORK
The Release and Deployment Services Section (RDS) provides the in-field service for level 1 and 2 incident management. The section is responsible for all aspects of computer imaging/deployment, moves, updates, stock management and repairs of all NATO HQ hardware including REACH deliveries and support. It provides Imaging Services to Delegations and Military Representatives and also contributes to Service Asset and Configuration Management (SACM), Change Management (Request for Change), User Complaint Management and Problem Management.
Under the direction and guidance of Section Head, the services provided will be supporting the following activities:
1. Provide first and second level support of end-user ICT assets;
2. Conducts equipment testing to and from the supply line, documents serviceability status;
3. Perform staging of all end user devices using the Microsoft Configuration Manager system (MCM) and relevant toolsets;
4. Updating inventory databases;
5. Perform the enrollment or handout of all staged devices to the end user;
6. Investigates and resolves technical issues in a systematic approach;
7. Maintains sound knowledge on implemented technologies;
The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.
The content and scope of each sprint will be agreed in writing, during the sprint-planning meeting, based on the activities mentioned above.
It is expected that ONE resource is providing the above services.
The contractor will provide the service on-site at NATO HQ, Brussels.
The contractor will provide services during NATO HQ working hours, which are Monday to Friday 08:00 to 17:30.
3 DELIVERABLES AND PAYMENT MILESTONES
The following deliverables are expected from this statement of work:
1. Complete the activities/tasks agreed in each spring meeting as per section 2;
2. Produce sprint completion reports (format: e-mail update), which include details of activities performed and the list of the deliverables of the week.
Payment Schedule will be according to payment milestones upon completion of 4 consecutive sprints.
Upon completion and validation of each sprint and at the end of the monthly milestone, following the acceptance of the sprint report.
The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex A)
Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and the NCIA POC.
The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, at a later time, depending on the project priorities and requirements.
The following deliverables are expected from the service on this statement of work:
2025 BASE: 25th November 2025 to 31 December 2025:
Deliverable: 4 sprints of provision of IT Technical Support (Number of sprints is estimated and will be adjusted based on actual starting date.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor
Subject on actual requirements, contractor performance and available funding, the Purchaser reserves the right to exercise optional sprints for 2025, at a later time, within the same scope and cost.
The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B).
Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.
2026 OPTION: 01 January 2026 to 31 December 2026:
Deliverable: 46 sprints of provision of IT Technical Support
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article
Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor
2027 OPTION: 01 January 2027 to 31 December 2027:
Deliverable: 46 sprints of provision of IT Technical Support
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article
Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor
4 COORDINATION AND REPORTING
The Contractor shall deliver services 100% on site at NCI Agency, Brussels Belgium.
At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance at start.
The contractor shall report to the Section Head, Release & Deployment Section.
The contractor shall participate in weekly status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Team Leaders instructions.
For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her service during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.
5 SCHEDULE
This task order will be active immediately after signing of the contract by both parties.
It is expected the service starts on 25th November 2025 and ending no later than 31st December 2025.
If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.
If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027.
6 CONSTRAINTS
All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.
All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.
All developed solutions, tools and code under this project will be property of the NCI Agency.
7 SECURITY
The performance of these services require a valid NATO SECRET security clearance.
The expected classification level of the deliverables is up to NATO SECRET.
The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.
8 PRACTICAL ARRANGEMENTS
This is a deliverables-based contract.
The contractor will be required to provide the service 100% on-site at NCIA, NATO Headquarters – Brussels - Belgium. Exceptional off-site activities to support service delivery can also be arranged with the line manager’s coordination and approval.
The services will be provided during normal office hours following the NCIA Brussels calendar.
NCIA will provide access to relevant networks and resources as required by the project.
The work depicted in this SOW is expected to be carried by a single contractor.
Contractor will be part of the NCIA NHQ Release & Deployment Section.
9 TRAVEL
There may be requirements to travel to other sites within NATO for completing these tasks.
Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article of AAS Framework Contract and within the limits of the NCIA Travel Directive.
Unless otherwise specified in the Task Order, travel costs associated with awarded Purchase/Task Orders will be processed by the Purchaser and reimbursed directly to AAS+ Framework Contractor personnel, in accordance with the Purchaser Internal Policy. Travel requirements vary by requirement and shall be communicated to personnel in accordance with Article Note that each AAS+ Framework Contractor is responsible for all liabilities during performance of Travel, and the AAS+ Framework Contractor indemnifies the Purchaser regarding these liabilities.
10 QUALIFICATIONS
[See Requirements]
Requirements
7 SECURITY
8. The performance of these services require a valid NATO SECRET security clearance.
10 QUALIFICATIONS
The consultancy support for this service requires a Technical Support contractor with the following qualifications:
1) Essential qualifications:
9. Higher vocational training in a relevant discipline with 2 years post-related experience, or a secondary educational qualification with 4 years post-related experience;
10. Have a good knowledge of IT administration tools used in ICT Service Management ( Microsoft Configuration Manager);
11. Be knowledgeable in recent and current Windows operating systems and common Windows desktop applications, such as MS Office and Adobe;
12. Have a good working knowledge of IT hardware and auxiliary computer equipment;
13. Have a broad knowledge of computer network technology in a Microsoft Windows environment.
2) Desirable qualifications:
14. Microsoft Certified Desktop Support Technician (MCDST) Certification;
15. ITIL Certified in Service Operations;
16. Prior experience of working in an international environment comprising both military and civilian elements.