Desktop engineering support with specialization in scripting

2024-0205, Desktop engineering support with specialization in scripting

Duties

1. Bidding Instructions

Technical Proposal
Bidders shall submit a proposal clearly providing the following information:
CVs and Attestations of the assigned resource(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work.
bThe CVs shall clearly distinguish if the proposal is for Key Personnel or not.

The SoW covers the following activities and tasks:

Develop, improve, implement, monitor and troubleshoot scripts in the following technologies using primarily PowerShell and Windows scripting languages (VBScript, batch scripting):

• Active Directory (AD) - Automate AD tasks using PowerShell, including user management, group membership, and remote access. Ensure efficient handling of AD objects, routine administrative tasks, and compliance audits through scripting;
• Group Policy Management (GPOs) – Assist in automating GPO creation, modification, and maintenance using PowerShell. Enforce security policies, manage user environments, and streamline GPO troubleshooting through automation;
• SCCM (System Center Configuration Manager) - Use scripting to automate software deployments, OS upgrades, and monthly patches. Monitor deployment statuses, troubleshoot failures, and improve SCCM processes through automation.
• Trellix - Automate device encryption, firewall rule configuration, and USB access control within Trellix. Streamline security tasks using scripting for consistent policy enforcement.
• Network / DHCP - Automate IP provisioning and DHCP reservations through scripts. Troubleshoot network-related issues and ensure consistent network configurations for end-user devices.
• Application COTS Troubleshooting - Automate the installation, configuration, and integration of COTS applications. Streamline troubleshooting and ensure seamless application operations with minimal manual intervention;
• Windows 10/11 Troubleshooting - Automate diagnosis and resolution of OS issues on Windows 10/11. Utilize scripts for OS updates, configuration changes, and application support to reduce downtime.
• Remote Protocols - Automate management and troubleshooting of remote access (RDP, VPN, SSH) to ensure secure, reliable access for remote users and improve remote support operations.

Incident management

• Automate incident detection, logging, and escalation. Use scripts to resolve issues quickly and collaborate with the incident management team to improve response times.

Improve the maturity of the IT Operations

• Demonstrate understanding of ITIL concepts and best practices - Apply ITIL best practices to automate incident, problem, and change management tasks, improving efficiency and aligning automation with ITIL service management standards.
• Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the Trellix setup.
• Develop, disseminate and improve instructions for Level 1 and Level 2 technicians.
• Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians.
• Assist with resolving and delivery backlog activities/ projects on Kanban system
• Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints
• Automation Skills - Identify opportunities for automation across AD, SCCM, and Trellix. Develop custom automation solutions to reduce manual workload and increase efficiency.

REQUIREMENTS

• The Contractor shall manage and be responsible for all Contractor personnel.
• The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.
• The Contractor shall operate the equipment following the manufacturer’s requirements.
• The Contractor shall minimize the impact to the end users during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
• The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and Service IT Operations Lead.
• The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
• The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.
• The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

SPECIFIC REQUIREMENTS