Provision and on-going support for AV&VTC Services

Brussels, Belgium Deadline: 11-06-2026 Posted: 28-05-2026 #16876

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.

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