Background
The NCI Agency has been established with a view to meeting the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO’s political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATO’s technological edge and ensuring the collective defence and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.
DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.)
We are seeking support for our Satellite Communication Support team. The Service Provider will be responsible for the installation, maintenance, and repair of satellite communication systems. The service provider shall offer support services including the following activities: with excellent technical skills, problem-solving abilities, and a commitment to providing top-level customer service
Installation and Setup:
- The complete Installation and configuration of all elements of a satellite communication system.
- Baseband elements such as: SATCOM modems, routers, switches, media converters, matrix switches, line amplifiers and other active and passive elements.
- Low and high power RF elements such as: UP/Down Converters, Intermediate and high power amplifiers, LNA’s, RF over Fiber converters and other active and passive RF elements.
- Antenna elements such as: Motor DC/AC, power/servo drives, gearbox, Antenna control system elements, Dehydrator. Monitor and Control system such as: workstations, servers, gateways, Digital signal processors, network elements and analogue/digital interface elements.
- Software such as: Windows, Linux, Network IOS, proprietary system monitor and control application software, software system configurations.
The Updates/changes of hardware and software configuration:
- on all satellite station elements as required or ordered / requested.
- Satellite link setup network, baseband and RF configuration.
- Software / configuration update and patches on all systems as required.
The installation of Power/data cable and fibre optic cable, maintaining, labelling and updating as-built documents.
To support the local Power technician in install and setup of:
- Power generation and distribution systems.
- Heating and cooling systems.
- Ancillary systems. (Fuel, water supply domestic and fire protection.)
Maintenance and Repair:
All active/passive SATCOM, Power, HVAC, security and ancillary elements/systems following the guidelines and instructions of the specific system preventive maintenance procedure to ensure the systems are functioning correctly. Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections.
Conduct regular preventive maintenance tasks:
- Cleaning of all active and passive elements/systems SATCOM, Power, HVAC, security, ancillary and system room/locations following the guidelines and instructions of the specific system preventive maintenance procedure.
- Greasing of mechanical parts following the guidelines and instructions of the specific system preventive maintenance procedure.
- Measure and adjust where required of active/passive electronic elements/systems following the guidelines and instructions in the specific system preventive maintenance procedure.
- Assist power technician in preventive maintenance tasks as required. Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections.
Diagnose and repair:
Any issues with SATCOM, Power, HVAC, security and ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.
Replace faulty components and update software of SATCOM, Power, HVAC, security, ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.
Service Delivery Support
Stakeholder Management: Communicate with team members and customers to understand their needs and provide updates and solutions.
Service Support: Provide technical support and troubleshooting assistance for local and remote users/customers.
Configuration management: Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook.
Support Model: The service needs to be delivered under the lead by the site Station Commander and integrated with the current on-site support team on a 24/7 basis.
Others
The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager.
Hours of Operation
The Contractor is expected to provide services during Purchaser’s working hours — Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.
Additionally, there might be a need that during the month services to be provided on a rotating shift schedule, which can include weekdays, weekends, and national holidays. These shifts are typically 24 hours in duration, followed by a subsequent 5-day off period (max. 5 shifts per
month).