Requirement : Provision of SATCOM Technical Support Services Full Time OnSite : Yes Time OnSite : 100 Not to Exceed : 2025 Base Period : 52340.00 EUR 2026 Option : 91300.00 EUR 2027 Option : 93910.00 EUR 2028 Option : 96520.00 EUR Period of Performance : 2025 Base : As soon as possible but not later than 9th June 2025 31 December 2025 2026 Option : 01st January 2026 31 December 2026 2027 Option : 01st January 2027 31 December 2027 2028 Option : 01st January 2028 31 December 2028 Required Security Clearance : NATO SECRET PROJECT SPECIFICS Background The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring deploying and defending communication systems for NATOs political decisionmakers and Commands. It operates on the frontlines against cyberattacks collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATOs 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. NIMSC SATCOM Business Unit provides NATO and its Partners with scalable protected secure reliable and integrated SATCOM Services with focus on NATO Operations Crisis Response Missions Exercises and Business Continuity. NIMSC SATCOM has LifeCycle responsibility for SATCOM Capabilities and Services. NIMSC SATCOM offers Capabilities and Services that are designed integrated and tested to operate based on Satellite Communication Technologies accessible from any location on the Globe. NIMSC SATCOM operates the NATO Satellite Communication (SATCOM) Ground Stations in Kester (BEL) Lughezzano (ITA) Atalanti (GRC) Izmir (TUR) Eggemoen (NOR) and Costa Da Caparica (PRT). Objective The main objective of this Statement of Work (SOW) is to provide SATCOM support services to keep satellites anchor stations systems fully functional and operational. Current State : Our satellite ground stations are experiencing technical challenges due to workforce gap that requires immediate and specialized support. Impact : These issues could cause significant disruptions to our satellite communications operations impacting overall mission effectiveness. End State : By addressing these challenges we aim to achieve stable and efficient satellite ground station operations with minimal downtime. Vision and Expected Outcomes The goal is to hire a service provider for SATCOM support services which provide a support technicians to ensure continuous and effective support for our satellite ground stations. The desired outcomes include : 1. Enhanced reliability and performance of satellite communication systems 2. Timely resolution of technical issues to minimize operational disruptions. 3. Improved overall efficiency and effectiveness of ground station operations. We are seeking for a Service Provider to support our Satellite Communication Support team. The Service Provider will be responsible for the installation maintenance and repair of satellite communication systems at the SGT or SGS site. The service provider shall offer services with excellent technical skills problemsolving abilities and a commitment to providing toplevel customer service Installation and Setup : The complete Installation and the configure configuration of all elements of a satellite communication system. Baseband elements : SATCOM modems routers switches media converters matrix switches line amplifiers and other active and passive elements. Low and high power RF elements : UP / Down Converters Intermediate and high power amplifiers LNAs RF over Fiber converters and other active and passive RF elements. Monitor and Control system : workstations servers gateways Digital signal processors network elements and analogue / digital interface elements. Software : 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 asbuilt documents. To support the local Power technician in install and setup : Power generation and distribution systems. Heating and cooling systems. Ancillary systems. (Fuel water supply domestic and fire protection. Maintenance and Repair : Conduct regular maintenance inspections of 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. Daily weekly monthly 3 monthly 6 monthly and yearly inspections. Conduct regular preventive maintenance tasks : Daily weekly monthly 3 monthly 6 monthly and yearly 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. 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. GENERAL REQUIREMENTS The Contractor shall manage and be responsible for all activities mentioned in the Section 2. The Contractors personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service. The Contractors personnel shall possess valid Personal Security Clearances for the duration of the Contract performance. The Contractors personnel shall be courteous and professional in dealing with NATO and Purchasers staff. The Contractors personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication. The Contractors shall strive to lower the rotation of personnel and maintain the same staff working under this SoW. The Contractor shall seek Purchasers approval prior to appointing new personnel to work under this Statement of Work. The Purchaser will support the Contractors personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractors personnel at least 30 days in advance. The Contractor shall install and operate the equipment following the manufacturers requirements. The Contractor shall minimize the impact to the service during the of the work. The Contractor shall bring immediately to the attention of the Purchaser Point of Contact onsite any issues preventing the of the work. The Contractors personnel will report to and receive guidance from The Station Commander Station Engineer Lead and Service SATCOM Operations Lead. The Contractors personnel shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scope. SERVICE KPIs AND DELIVERABLES Objective 01 : Provide 24 / 7 technical support and troubleshooting Standard : 100 availability of support Performance Threshold : 99 of issues resolved within 48 working hours Method of Report : Customer feedback support logs Objective 02 : Maintain accurate records of services provided Standard : 100 accuracy in records Performance Threshold : 98 accuracy in records Method of Report : Regular audits record reviews Objective 03 : Conduct regular maintenance inspections Standard : 100 of inspections completed as per schedule Performance Threshold : 95 of inspections completed on time Method of Report : Maintenance logs inspection reports Objective 04 : Perform preventive maintenance tasks Standard : 100 of tasks completed as per schedule Performance Threshold : 98 of tasks completed without issues Method of Report : Maintenance logs task checklists Objective 05 : Diagnose and repair issues promptly Standard : 100 of issues diagnosed and repaired within 48 working hours Performance Threshold : 95 of issues resolved within 48 working hours Method of Report : Incident reports repair logs Objective 06 : Install and configure all elements of a satellite communication system Standard : 100 of elements installed and configured correctly Performance Threshold : 95 of elements installed and configured correctly on the first attempt Method of Report : Regular audits and inspections checklists and system tests Objective 07 : Perform hardware and software configuration updates / changes Standard : 100 of updates / changes completed as required Performance Threshold : 98 of updates / changes completed without errors Method of Report : Change management logs system performance monitoring Objective 08 : Install and maintain power / data and fibre optic cables Standard : 100 of cables installed and maintained as per standards Performance Threshold : 97 of cables installed and maintained without issues Method of Report : Visual inspections cable testing and documentation reviews PAYMENT MILESTONE Payments will be made according to the following schedule : BASE 2024 performance 02nd December 2024 to 31st December 2024 : Associated Deliverables : Provision of support services to Satcom technical As per section 2 and 3 Payment Amount : 100 total cost for 2024 Payment Document : Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor including the EBA Receipt number. Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. 2025 OPTION : 01 JANUARY 2025 TO 31 DECEMBER 2025 Monthly Associated Deliverables : As per section 2 and 3 Monthly Payment Amount : 1 / 12 total cost for 2025 per month of ceiling price Monthly Payment Document : Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor including the EBA Receipt number. Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. 2026 OPTION : 01 JANUARY 2026 TO 31 DECEMBER 2026 Monthly Associated Deliverables : As per section 2 and 3 Monthly Payment Amount : 1 / 12 total cost for 2025 per month of ceiling price Monthly Payment Document : Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor including the EBA Receipt number. Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. PRATICAL ARRAGEMENT Place of Performance : The contractor will work under NCI Agency AAS Framework contract (CO115786AAS) for the NCI Agency in Lughezzano (Italy) in designated as Class II Security Area. Travel Requirement : Travel may be required to other Purchasers locations on exceptional basis. 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 and NCIA Travel Directive Hours of Operation : The Service shall be operated during Purchasers specific requirements and be able to operate 24 / 7. Customer Service : The service needs to be delivered under the lead by the site Station Commander and integrated with the current onsite support team on a 24 / 7 basis. Communicate with team members and customers to understand their needs and provide updates and solutions. Provide technical support and troubleshooting assistance for local and remote users / customers. Maintain accurate records of services provided and customer interactions in TTComms ITSM and Logbook. Safety and Compliance : Follow all safety protocols to prevent accidents and injuries. Ensure compliance with agency industry standards and regulations. Keep uptodate with the latest advancements in SATCOM and networking communication technology used on site. SERVICE DELIVERY REQUIREMENTS See Requirements Requirements SERVICE DELIVERY REQUIREMENTS The Contractors personnel should fulfil the following requirements : Ability to work on 24 / 7 shifts Security Classification : NATO SECRET Language Proficiency : English : B2 Local assignment language fluency Past Performance and Qualifications : High school diploma or a degree in electronics or a related network / communication field experience of 10 years is required. At least 5 year of experience as a satellite technician or in a similar role. Good knowledge of electronic and RF measurement instruments proficiency with hand and power tools. Excellent customer service and communication skills. Valid drivers license and reliable transportation. National Certification : BA4 / BA5 Working at Heights (Kester) Preferred Certification CompTIA A or Network certification Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Employment Type : Contract Experience : years Vacancy : 1 J-18808-Ljbffr