INTRODUCTION

The Purchaser, CSU Lisbon, located in Oeiras on the outskirts of Lisbon, represents the westernmost footprint of the NCI Agency in Europe. The CSU currently faces the challenge of providing continuous IT support to the static STRIKFORNATO Headquarters and ensuring the successful upgrade and evolution of the NATO Lessons Learned Portal, hosted and maintained by ACT JALLC, as a key contribution to mission enablement.

In addition, CSU Lisbon is progressively extending its support to the NCI Academy, contributing to the establishment of a modern, state-of-the-art Information and Communications Systems training environment in Oeiras, and supporting the broader transformation objectives of the NCI Agency in the areas of IT and Education & Training.

OBJECTIVES

The objective of this role is to provide first- and second-level support for IT issues related to Windows client systems and to ensure the optimal performance, security, and reliability of Windows-based environments.

The Contractor shall also provide end-user support, including technical assistance and user guidance where required. The overall objective is to improve user satisfaction, reduce support response times, and enhance the quality and efficiency of IT service delivery.

QUALIFICATIONS

o Minimum of 3-5 years of experience in supporting IT end users’ devices, hardware and software.
Proven experience as system administrator, particularly with Windows clients.

o Proficiency in troubleshooting hardware, software, and network issues.

oKnowledge of Active Directory, Group Policy, and Windows Update management. o Strong communication and interpersonal skills for user support and training.

o Familiarity with IT best practices (ITIL) and tools.

o Experience with IT service management (ITSM) tools.

o Experience with SCCM/Configuration Manager for deployment of: Windows Baseline, Applications and Patches.

• Certifications (Preferred):

o Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.

o Experience with remote desktop support tools and virtualization environments.

o Working knowledge of ITIL processes and procedures o CompTIA Network+ or Security+.

• Skills:

o Strong analytical and problem-solving skills. o Excellent communication and interpersonal skills. o Ability to work independently and as part of a team.

o Ability to prioritize tasks and meet deadlines.

o Proficiency in scripting languages (e.g., PowerShell, Bash).

o Knowledge of IT security best practices.