Cloud Engineer - Exchange and Voice Specialist

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Description

• Deadline Date: Wednesday 11 December 2024 • Requirement: Cloud Engineer (Hybrid) Exchange and Voice Specialist • Location: Off-Site • Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states "Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at-home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs • Period of Performance: BASE period: 20th January 2025 – 31st December 2025 • 2026 Option: 1st January 2026 until 31st December 2026 • 2027 Option: 1st January 2027 until 31st December 2027 • Start date is as soon as possible but not later than 20th January 2025 • Required Security Clearance: NATO SECRET • Supporting NATO throughout all its geographical locations, the NCI Agency is looking for Cloud Engineer (Hybrid), Exchange and Voice Specialist, joining the journey of NATO’s modernization of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services. • The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. • To achieve these goals, we are building a Cloud Operations team under the Cloud Center of Excellence, operating under the NATO Enterprise Cloud Operating Model (NECOM). • The NCI Agency is seeking a highly skilled Cloud Engineer (Hybrid), Exchange and Voice Specialist to join our IT team. • The role also involves integrating Microsoft Teams with Call Manager systems, managing VoIP and PSTN services, and ensuring compliance with technical standards and regulatory requirements. • The contractor will be part of a team providing Technical Level 2 and 3 support, ensuring the secure, available, managed, and compliant delivery of Public Cloud Services to NATO and its Strategic Commands.

Requirements

• The duties of the consultants require a valid NATO SECRET security clearance. • The consultancy support for this work requires an experienced Cloud Engineer (Hybrid), Exchange and Voice Specialist with the following qualifications: • Exchange Online Proficiency: • Advanced knowledge of Exchange Online administration and configuration. • Experience managing email settings and policies. • Proficiency in configuring mail flow rules and transport rules. • Ability to troubleshoot and resolve email-related issues. • Teams Voice Services Management: • Expertise in configuring and managing Microsoft Teams voice services. • Experience with call routing, call quality management, and user settings. • Proficiency in monitoring and optimizing Teams voice performance. • Ability to troubleshoot and resolve Teams voice-related issues. • Meeting Room Devices Integration: • Skilled in configuring and managing meeting room devices. • Experience integrating meeting room devices with Microsoft Teams. • Proficiency in monitoring and maintaining device performance. • Ability to provide support and troubleshooting for meeting room device issues. • Call Manager Integration: • Expertise in integrating Microsoft Teams with Call Manager systems. • Experience configuring call routing and connectivity. • Proficiency in ensuring high availability and reliability of integrated voice services. • Ability to troubleshoot and resolve integration issues. • VoIP and PSTN Services: • Advanced knowledge of VoIP and PSTN services within Microsoft Teams. • Experience managing VoIP and PSTN connectivity. • Proficiency in troubleshooting VoIP and PSTN issues. • Knowledge of compliance with technical standards and regulatory requirements. • Email and Voice Security: • Advanced knowledge of email and voice security measures. • Experience with Advanced Threat Protection (ATP) policies. • Proficiency in conducting security assessments and vulnerability scans. • Ability to respond to and mitigate security incidents. • Compliance Management: • Knowledge of compliance requirements and best practices for email and voice systems. • Experience with retention policies, eDiscovery, and legal holds. • Proficiency in monitoring and auditing activities for compliance. • Ability to develop and maintain data loss prevention (DLP) policies. • Automation and Scripting: • Proficient in writing and executing PowerShell scripts for automation. • Ability to develop and maintain scripts for administrative tasks. • Experience with automating common tasks and workflows. • Knowledge of script debugging and error handling. • User Support and Troubleshooting: • Strong problem-solving and troubleshooting skills for email and voice-related issues. • Experience providing technical support and ensuring user satisfaction. • Proficiency in handling escalated support tickets. • Ability to provide training and guidance to end-users. • Monitoring and Reporting: • Proficient in using monitoring tools to track system health and performance. • Ability to generate reports and provide insights. • Experience with Exchange Admin Center, Teams Admin Center, and third-party tools. • Knowledge of analyzing usage and performance data. • Continuous Improvement: • Commitment to staying current with Exchange Online and Teams voice features and best practices. • Proactive in implementing improvements. • Participation in Microsoft 365 community forums and training. • Ability to propose and implement new features and enhancements. • Voice Communication Standards: • Knowledge of industry standards for voice communication. • Experience implementing best practices for VoIP and PSTN services. • Ability to regularly review and update voice communication policies. • Proficiency in staying informed about emerging voice communication technologies. • Disaster Recovery Planning: • Experience developing and implementing disaster recovery plans for email and voice services. • Ability to conduct regular disaster recovery drills. • Knowledge of maintaining documentation of recovery procedures. • Proficiency in ensuring quick restoration of services in the event of an outage. • Collaboration with IT Teams: • Ability to work closely with other IT teams. • Experience collaborating on cross-functional projects and initiatives. • Skilled in providing expertise and support for email and voice-related projects. • Proficiency in participating in IT forums and discussions. • Others: • The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure. • Full proficiency in the English language. French language proficiency is of advantage. • The candidate must have the nationality of one of the NATO nations.