PpbDeadline Date: /b Friday 2 January 2026 /p pbRequirement: /b Provision of SATCOM Technical Support Services /p pbLocation: /b Kester, BE /p pbFull Time On-Site: /b Yes /p pbTime On-Site: /b 100% /p pbPeriod of Performance: /b 2026 Base: As soon as possible but not later than 2 February 2026 – 31 December 2026 /p p2027 Option: 01 January 2027 – 31 December 2027 /p p2028 Option: 01 January 2028 – 31 December 2028 /p pbRequired Security Clearance: /b NATO SECRET /p h31 PROJECT SPECIFICS /h3 h31.1 Background /h3 pThe 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 /p pThe 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. /p h31.2 Introduction /h3 pNIMSC 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 Life-Cycle 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), Costa Da Caparica (PRT) and supports NISRF Sigonella, Catania (Italy). /p h31.2.1 Problem Statement /h3 pCurrent State: Our satellite ground stations are experiencing technical challenges due to workforce gap that requires immediate and specialized support. /p pImpact: These issues could cause significant disruptions to our satellite communications operations, impacting overall mission effectiveness. /p pEnd State: By addressing these challenges, we aim to achieve stable and efficient satellite ground station operations with minimal downtime. /p h31.3 Vision and Expected Outcomes /h3 pThe goal is increase SATCOM support services, by seeking support from SATCOM technicians in order to ensure continuous and effective support for our satellite ground stations. The desired outcomes include /p p1. - Enhanced reliability and performance of satellite communication systems /p p2. - Timely resolution of technical issues to minimize operational disruptions. /p p3. - Improved overall efficiency and effectiveness of ground station operations. /p h32 DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.) /h3 pWe 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 /p h32.1 Installation and Setup: /h3 pThe complete Installation and the configure configuration of all elements of a satellite communication system. /p pBaseband elements: SATCOM modems, routers, switches, media converters, matrix switches, line amplifiers and other active and passive elements. /p pLow and high power RF elements: UP/Down Converters, Intermediate and high power amplifiers, LNA's, RF over Fiber converters and other active and passive RF elements. /p pAntenna elements: Motor DC/AC, power/servo drives, gearbox, Antenna control system elements, Dehydrator. /p pMonitor and Control system: workstations, servers, gateways, Digital signal processors, network elements and analogue/digital interface elements. /p pSoftware: Windows, Linux, Network IOS, proprietary system monitor and control application software, software system configurations. /p h32.2 The Updates/changes of hardware and software configuration: /h3 pOn all satellite station elements as required or ordered / requested. /p pSatellite link setup network, baseband and RF configuration. /p pSoftware / configuration update and patches on all systems as required. /p h32.3 The installation of Power/data cable and fibre optic cable, maintaining, labelling and updating as-built documents. /h3 h32.4 To support the local Power technician in install and setup: /h3 pPower generation and distribution systems. /p pHeating and cooling systems. /p pAncillary systems. (Fuel, water supply domestic and fire protection.) /p h32.4.1 Maintenance and Repair: /h3 pConduct 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. /p pFrequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections. /p h32.4.2 Conduct regular preventive maintenance tasks: /h3 pCleaning 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. /p pGreasing of mechanical parts following the guidelines and instructions of the specific system preventive maintenance procedure. /p pMeasure and adjust where required of active/passive electronic elements/systems following the guidelines and instructions in the specific system preventive maintenance procedure. /p pAssist power technician in preventive maintenance tasks as required. /p pFrequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly preventive maintenance tasks. /p h32.4.3 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. /h3 h32.4.4 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. /h3 h32.5 Service Delivery Support /h3 h32.5.1 Stakeholder Management: /h3 pCommunicate with team members and customers to understand their needs and provide updates and solutions. /p h32.5.2 Service Support: /h3 pProvide technical support and troubleshooting assistance for local and remote users/customers. /p h32.5.3 Configuration management: /h3 pMaintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook. /p pSupport 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. /p h32.6 Others /h3 h32.6.1 /h3 pThe 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. /p h33 SERVICE KPIs AND DELIVERABLES /h3 h3Objective KPI01: /h3 pMaintain accurate records of services provided /p pStandard: 100% accuracy in records /p pPerformance Threshold: 98% accuracy in records /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Regular audits, record reviews /p h3Objective KPI02: /h3 pConduct regular maintenance inspections /p pStandard: 100% of inspections completed as per schedule /p pPerformance Threshold: 95% of inspections completed on time /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Maintenance logs, inspection reports /p h3Objective KPI03: /h3 pPerform preventive maintenance tasks /p pStandard: 100% of tasks completed as per schedule /p pPerformance Threshold: 98% of tasks completed without issues /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Maintenance logs, task checklists /p h3Objective KPI04: /h3 pDiagnose and repair issues promptly /p pStandard: 100% of issues diagnosed and repaired within 48 working hours /p pPerformance Threshold: 95% of issues resolved within 48 working hours /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Incident reports, repair logs /p h3Objective KPI05: /h3 pInstall and configure all elements of a satellite communication system /p pStandard: 100% of elements installed and configured correctly /p pPerformance Threshold: 95% of elements installed and configured correctly on the first attempt /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Regular audits and inspections, checklists, and system tests /p h3Objective KPI06: /h3 pPerform hardware and software configuration updates/changes /p pStandard: 100% of updates/changes completed as required /p pPerformance Threshold: 98% of updates/changes completed without errors /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Change management logs, system performance monitoring /p h3Objective KPI07: /h3 pInstall and maintain power/data and fibre optic cables /p pStandard: 100% of cables installed and maintained as per standards /p pPerformance Threshold: 97% of cables installed and maintained without issues /p pPenalty (if under performance threshold): 1% /p pMethod of Report: Visual inspections, cable testing, and documentation reviews /p h34 PAYMENT MILESTONES /h3 pThe payment shall be dependent upon successful acceptance of the Monthly Service Performance Report (Annex B), listing the KPI completion and penalties if applicable, signed by the Station Commander or authorized point of contact and the Contractor. /p pInvoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. /p pPayment schedule will be according to payment milestones upon completion. Upon completion and validation of each milestones and at the end of the monthly milestone, following the acceptance of the Monthly Service Performance Report (Annex B). /p pPayments will be made according to the following schedule: /p h32026 BASE: 02 FEBRUARY 2026 TO 31 DECEMBER 2026 /h3 pAssociated Deliverables: Provision of support services to SATCOM technical As per section 2 /p pCompletion deadline: 8 Feb 2026, 31 Mar 2026, 30 Apr 2026, 31 May 2026, 30 Jun 2026, 31 Jul 2026, 31 Aug 2026, 30 Sep 2026, 31 Oct 2026, 30 Nov 2026, 31 Dec 2026. /p pPayment Amount: 1/11 total cost for 2026 per month of ceiling price (The deadline’s split is calculated considering a starting date 13 October 2025. This will be adjusted based on actual starting date). /p pPayment 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. This document will accompany the invoice. /p pThe deadline’s split is calculated considering a starting date 02 February 2026. This will be adjusted based on actual starting date. /p h32027, 2028 OPTION: 01 JANUARY TO 31 DECEMBER 2027/2028 /h3 pMonthly Associated Deliverables: As per section 2 /p pCompletion Deadlines: 31 Jan, 28 Feb, 31 Mar, 30 Apr, 31 May, 30 Jun, 31 Jul, 31 Aug, 30 Sep, 31 Oct, 30 Nov, 31 Dec /p pMonthly Payment Amount: 1/12 total cost for the calendar year /p pMonthly Payment Document: Completion of each milestone will be documented in the Monthly Service Performance Report (Annex B), which will be signed for acceptance by the Station Commander or authorized point of contact and the Contractor. This document will accompany the invoice. /p h35 PRACTICAL ARRANGEMENT /h3 pPlace of Performance: The contractor will provide the service at the NCI Agency in Kester - Belgium, in designated as Class II Security Area. /p pTravel 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 /p pHours 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). /p h3Safety and Compliance and other arrangement: /h3 p• Follow all safety protocols to prevent accidents and injuries. /p p• Ensure compliance with agency, industry standards and regulations. /p p• Keep up-to-date with the latest advancements in SATCOM and networking communication technology used on site. /p p• The Contractor shall manage and be responsible for all activities mentioned in the Section 2. /p p• The Supplier shall strive to lower the rotation of Contractor’s personnel and maintain the same staff Contractor working under this SoW. /p p• The Purchaser will support the Contractor with access to the IT systems as required. /p p• The Contractor shall install and operate the equipment following the manufacturer’s requirements. /p p• The Contractor shall minimize the impact to the service during the execution of the work. /p p• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work. /p p• The Contractor will report to and receive guidance from The Station Commander, Station Engineer Lead and Service SATCOM Operations Lead. /p p• The Contractor shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scope /p h36 SERVICE DELIVERY REQUIREMENTS /h3 p(See Requirements) /p h36 SERVICE DELIVERY REQUIREMENTS /h3 pThe Contractor’s personnel should fulfil the following requirements: /p ul liAbility to work on 24 hr shifts /li liSecurity Clearance: The Contractor shall possess valid NATO-SECRET Personal Security Clearances for the duration of the Contract performance /li liLanguage Proficiency: English: C1 (mandatory) + Local assignment language fluency (nice to have) /li /ul pPast Performance and Qualifications: /p ul liHigh school diploma or a degree in electronics or a related network/ communication field experience of 10 years is required. /li liAt least 5 year of experience as a satellite technician or in a similar role. /li liGood knowledge of electronic and RF measurement instruments, proficiency with hand and power tools. /li liExcellent customer service and communication skills. /li liValid driver’s license and reliable transportation. /li liPreferred Certification CompTIA A+ or Network+ certification /li /ul /p #J-18808-Ljbffr