SCOPE OF WORK
The SoW Covers The Following Activities And Tasks
* Package, deploy, monitor and troubleshoot applications and Microsoft updates in a timely manner
* Manage user and device collections with automation in mind
* Deploy, monitor and troubleshoot hardware-specific updates (BIOS, drivers)
* Improve the maturity of the IT Operations
1. Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the MCM (former SCCM) system;
2. Develop, disseminate and improve instructions for Level 1 and Level 2 technicians.
3. Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians.
4. Assist with resolving and delivery backlog activities/projects on Kanban system
5. Provide minimum 2 Continued Service Improvement (CSI) in the area of work per 4 sprints.
REQUIREMENTS
* PRACTICAL ARRANGEMENTS: The deliverables will be produced on-site at Purchaser’s premises in Braine L’Alleud, Belgium. The working environment is a typical office working environment designated as Class II or Class I security area. The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays. The Purchaser’s official holidays may differ from the public holidays in the Host Nation.
* TRAVEL: Travel may be required to both NATO and non-NATO nations. Travel expenses will be reimbursed in accordance with applicable NCIA Travel Directive, in addition to the not to exceed ceiling mentioned in this SOW.
* SECURITY: Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project.
Qualifications
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
* Five years experience with MCM (former SCCM): Deploying software packages, managing OS upgrades, and applying monthly security patches across user devices. Automating packaging processes and troubleshooting failed deployments.
* Two years experience with Active Directory and Group Policy Management (GPOs): Assisting in the creation, modification, and maintenance of Organizational units, user and groups, Group Policies to enforce settings across user devices.
* Three years experience with Application COTS Troubleshooting: Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with existing system, ensuring seamless operations.
* Three years experience with Windows 10/11 troubleshooting: Problem solving, strong knowledge of Windows 10 OS, Diagnose and resolve technical issues, support software and hardware related problems.
* Two years experience with Powershell: Created, document, implement and troubleshoot scripts written in PowerShell.
* Two years experience with ITIL Concepts: Desirable certification in ITIL Foundation.
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