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Digital Support Specialist (Remote)
<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you.</span></p></div><p>Spektrum supports apex purchasers (NATO, UN, EU and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.</p> <hr> <p><strong>Who we are supporting</strong></p> <p><strong>Allied Command Transformation (ACT) </strong>is NATO’s leading agent for change: driving, facilitating, and advocating the continuous improvement of Alliance capabilities to maintain and enhance the military relevance and effectiveness of the Alliance. The main objectives of ACT are: providing appropriate support to NATO missions and operations; leading NATO military transformation; and improving relationships, interaction and practical cooperation with partners, nations and international organisations. ACT therefore leads Alliance concept development, capability development, training and lessons-learned initiatives and provides unfettered military support to policy development within NATO.</p> <hr> <p><strong>The program </strong></p> <p><strong>Capability Development & Management Support (CDMS) </strong></p> <p><strong> </strong><strong>DCOS Capability Development (CAPDEV) </strong>acts as the Supreme Allied Commander Transformation's Director for guidance, direction and coordination of the activities and resources of the Capability Development Directorate.</p> <p><strong>The Requirements Division</strong> will execute all tasks and activities needed to support requirements management for NATO capabilities</p> <p><strong>The Capability Requirements (CR)</strong> Branch will develop the Capability Requirements Brief and recommended courses of action to resolve issues through the life cycle management of requirements using matrixed, cross-functional project-specific Requirements Management teams.</p> <p><strong>The Requirements Forward Branch (Mons)</strong> is responsible for conducting requirements development and management representation and engagement-related functions in Europe.</p> <p><strong>The Capability Division</strong> coordinates the development of capabilities from capability planning through acceptance and then disposal with management entities, NATO Headquarters staff and the NATO Governance Structure</p> <p><strong>The Capability Forward Branch (Mons)</strong> coordinates with ACO, NCIA, NSPA, NATO HQ, territorial Host Nations, and NATO Centres of Excellence (COEs) to support the development of capabilities.</p> <p><strong>Strategic Plans and Policy (SPP)</strong> supports Allied Command Transformation in formalizing military advice to shape future military strategy, political guidance, and other policy documents supporting NATO’s strategic objectives.</p> <hr> <p><strong>Role Duties and Responsibilities </strong></p> <ul> <li>Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.</li> <li>Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.</li> <li>Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.</li> <li>Identify, document, and escalate bugs or recurring issues to the respective product teams.</li> <li>Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.</li> <li>Monitor application performance and availability using existing tools, escalating incidents as necessary.</li> <li>Identify potential improvements to applications and provide user feedback to product and development teams.</li> <li>Deliver short training sessions, user guides, and onboarding material to support end users.</li> <li>Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.</li> <li>Perform additional tasks as required by the COTR related to application support.</li> </ul> <p><strong> </strong><strong>Essential Skills and Experience</strong></p> <ul> <li>Two years of vocational training in IT, computer-related sciences, or related disciplines.</li> <li>A minimum of 3 years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.</li> <li>Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).</li> <li>Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).</li> <li>Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).</li> <li>Knowledge of data security principles and best practices relevant to end-user support.</li> <li>Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).</li> <li>Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.</li> <li>Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).</li> <li>Proficiency in the use of the Microsoft Office tool suite and collaborative software.</li> </ul> <p><strong> </strong><strong>Language Proficiency</strong></p> <ul> <li>Advanced Proficiency in English</li> </ul> <p><strong> </strong><strong>Working Location</strong></p> <ul> <li>Remote</li> </ul> <p><strong>Working Policy</strong></p> <ul> <li>Off-site</li> </ul> <p><strong>Contract Duration</strong></p> <ul> <li>July 2026 – December 2030</li> </ul> <p><strong>Security Clearance</strong></p> <ul> <li>Not Applicable</li> </ul><div class="content-conclusion"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up. </span></p></div>
