Provision and on-going support for AV&VTC Services

Duties

• Provide first level of support to end users for daily business.
• Ensure audio-visual and video teleconferencing systems (single, dual and multi domain) in meeting, collaboration rooms, auditoria are functional and fully operational.
• Perform first-line troubleshooting, conduct daily preventive readiness checks of AV/VTC systems, escalate issues as required and maintain incident records and operational logs.
• Support the installation of standard AV/VTC Systems.
• Provide user assistance before, during, and after meetings.
• Additional support may be requested to augment the baseline staff for large conferences, VIP meetings, or high-visibility events.
• Preventive maintenance, readiness checks, and escalation of complex issues.
• Monitor AV/VTC systems availability, reliability, and performance.
• Analyze incident service request, and fault trends to identify recurring issues and improvement opportunities.
• Proactive, structured and measurable continual approach ensuring AV/VTC services evolve in line with the Agency’s needs while maintaining service stability and compliance.
• Continuously improve the quality and efficiency of AV/VTC services by monitoring and maintaining healthy frontend environment thus reducing the need for support.
• Identify and provide opportunities for continuous service improvements.
• During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser’s NATO Digital Workplace Centre (NDWC), Shared Workspace Group (SWG), delivering on-site AV&VTC services support.
• Proper handling of PFE equipment.
• Use of ITSM system mandatory.
• Immediate escalation of blocking issues.

Requirement

• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum of 3-5 years of experience and strong knowledge of managing AV/VTC including VTC codec (HP/Poly, Cisco), camera’s (HP/Poly, Panasonic), projectors (Epson), monitors (NEC), control processors (Crestron, Extron), microphone systems (Televic), video matrixes (Extron), Video Wall TV Systems and other peripherals.
• Proven experience as AV&VTC technician, particulary with HP/Poly/CISCO and PEXIP Videoconferencing.
• Proficiency in troubleshooting hardware, software, and network issues.
• Knowledge of Active Directory, Group Policy, and Windows Update management.
• Familiarity with IT best practices (ITIL) and tools.
• Experience with IT service management (ITSM) tools.
• Familiarity with IP networking fundamentals related to AV equipment.
• NATO security policy compliance.
• Valid security clearance required.
• Qualified and experienced personnel.
• Use of ITSM system mandatory.
• Immediate escalation of blocking issues.
• End-user impact must be minimized.
• English 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).

Preferences

• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.