2024-0287 Technical Hardware Support (NS) - MON 2 Dec

Deadline Date: Monday 2 December 2024

Requirement: Technical Hardware Support

Location: Northwood, UK

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: 15th January 2025 until 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

• 2028 Option: 1st January 2028 until 31st December 2028

Required Security Clearance: NATO Secret

 

INTRODUCTION

NATO Communications and Information Agency (NCIA) CIS Support Unit (CSU), located in NORTHWOOD (UK) enables end-to-end Communication and Information Systems (CIS) services via the installation, operation, maintenance and support of the full range of CIS capabilities to their operational partner, Allied Maritime Command (MARCOM).

The Automated Information Systems (AIS) CORE Section manages and supports the fundamental Information Communications Technology (ICT) services to users, comprising infrastructure storage and processing, platform services, managed desktop and end user device solutions, communication and collaboration tools and web functionality. The AIS Core Section supports ICT services locally provided to MARCOM in addition to providing remote on-site support and assistance to assigned maritime vessels across all NATO countries.

SCOPE OF WORK

CSU Northwood is looking to outsource the Technical Hardware Support function for NCIA infrastructure and Allied Maritime Command users.

The services shall primarily be provided in Northwood, UK and they require ONE resource to deliver. Some services may require travel to NATO countries and boarding of NATO vessels in port. The resource should be in reasonable physical fitness to enable lift and movement of CIS equipment up to 25 kilos.

The resource will be part of a team and will provide the service using an agile and iterative approach during multiple sprints.

Each sprint is planned for a duration of 1 week and main activities are as follows:

• Activating user accounts.

• Addressing issues related to locked accounts, password resets, and reactivations.

• Offering guidance and support on account creation.

• Applying operating system and application updates to ensure software is current and secure.

• Updating firmware and drivers for hardware components.

• Monitoring logs for operating systems, applications, and databases to detect and resolve issues.

• Configuring automated backup processes for critical data and systems.

• Testing and verifying integrity of backups.

• Analysing credentials, making necessary changes, and securing POC approvals.

• Addressing delivery failures by checking and modifying accounts.

• Providing support to cyber security incident investigations.

• Providing support and ensuring compliance to the organizational configuration management program.

• Carry out technical evaluation on failed CIS assets in preparation for disposal.

• Addressing content-related issues and forwarding correction requests.

• Performing regular diagnostics and stress testing to identify potential hardware issues

• Supporting the deployment of organizationally approved images on end user devices.

• Provide support in migrating data from other systems.

• Managing and executing disaster recovery plans, including system restoral after failure.

• Provide rapid response to all user issues.

• All support inquiries must receive a written response within 30 minutes, either resolving the issue or providing a status update with a resolution prognosis.

The content and scope of each sprint will be agreed during the sprint-planning meeting, in writing, based on the activities mentioned above.

DELIVERABLES AND PAYMENT MILESTONES

CSU Northwood reserves the possibility to exercise the described options, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex A) including the EBA Receipt number.

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and line manager.

2025 BASE: 02 January 2025 to 31 December 2025

Deliverable:  48 sprints of technical hardware support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

2026 OPTION: 01 January 2026 to 31 December 2026

Deliverable: Up to 48 sprints of technical hardware support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

2027 OPTION: 01 January 2027 to 31 December 2027

Deliverable: Up to 48 sprints of technical hardware support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

2028 OPTION: 01 January 2028 to 31 December 2028

Deliverable: Up to 48 sprints of technical hardware support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

COORDINATION AND REPORTING

The resource shall participate in status update meetings, sprint planning, and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to line manager’s instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work 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 will be aligned with the line manager’s requirements, providing a concise overview of the work completed and the development achievements during the sprint.

Acceptance of each sprint completion will be documented in Annex A – Delivery Acceptance Sheet.

SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance starts 15th January 2025 (tentative) and will end no later than 31st December 2025

If the 2026 option is exercised, the period of performance is 1st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 1st January 2027 to 31st December 2027.

If the 2028 option is exercised, the period of performance is 1st January 2028 to 31st December 2028.

CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the line manager.

All documentation will be stored under configuration management and/or in the provided NCI Agency tools.

All the deliverables of this project will be considered NATO UNCLASSIFIED.

Part of the work may involve handling classified networks, therefore, a security clearance at the right level is expected for the contractor(s) undertaking this service. This security must be in place before applying for this contract to be considered compliant.

SECURITY

The security classification of the service will be up to NATO SECRET.

The contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance

The contractor will be required to provide the service on-site in Northwood, UK. Some services may require travel to NATO countries and boarding of NATO vessels in port. The resource should be in reasonable physical fitness to enable lift and movement of CIS equipment up to 25 kilos.

Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract. He or she will work under the direction and guidance of the CSU Northwood Hardware Support Section Head or their designated representative.

This service must be accomplished by ONE contractor.

QUALIFICATIONS

[See Requirements]

Requirements

QUALIFICATIONS

This work requires a resource the following qualifications and experience:

• The candidate has a security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract.
• Higher vocational training in a technical discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• Three years of general experience in the following IT areas: System Administration of MS Windows Server; Active Directory; MS Exchange Server;
• Practical experience in diagnosing deficiencies in networks and associated equipment.
• Expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.
• Knowledge of the operation and control of all equipment within an IT network  infrastructure to include data backup and restore, production of network performance statistics, provision of network diagnostic information, and site surveys.
• Experience in reviewing system software updates and identifying those that merit action.
• Experience with installation and testing of system software and tailoring system software to maximize hardware functionality.
• Experience in a help desk or technical support role, with a broad knowledge of IT systems.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.

Desirable qualifications and experience

• Proficiency in using diagnostic tools to troubleshoot technical issues
• A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data.
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working within a CIS Support Unit.
• Knowledge and experience with agile implementation methodology.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level)