2025-0348 Provision Of Satcom Technical Support Services

Deadline Date: Friday 2 January **** Requirement: Provision of SATCOM Technical Support ServicesLocation: Kester, BEFull Time On-Site: YesTime On-Site: 100%Period of Performance: **** Base: As soon as possible but not later than 2 February ********* December ******** Option: 01 January ********* December ******** Option: 01 January ********* December ****Required Security Clearance: NATO SECRET1 PROJECT SPECIFICS1.1 BackgroundThe NCI Agency has been established with a view to meeting the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchangeThe NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO's political decision-makers and Commands.It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks.The NCI Agency plays a crucial role in maintaining NATO's technological edge and ensuring the collective defence and crisis management capabilities of the Alliance.In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.1.2 IntroductionNIMSC SATCOM Business Unit provides NATO and its Partners with scalable, protected, secure, reliable, and integrated SATCOM Services with focus on NATO Operations, Crisis Response, Missions, Exercises and Business Continuity.NIMSC SATCOM has Life-Cycle responsibility for SATCOM Capabilities and Services.NIMSC SATCOM offers Capabilities and Services that are designed, integrated and tested to operate based on Satellite Communication Technologies, accessible from any location on the Globe.NIMSC SATCOM operates the NATO Satellite Communication (SATCOM) Ground Stations in Kester (BEL), Lughezzano (ITA), Atalanti (GRC), Izmir (TUR), Eggemoen (NOR), Costa Da Caparica (PRT) and supports NISRF Sigonella, Catania (Italy).1.2.1 Problem StatementCurrent State: Our satellite ground stations are experiencing technical challenges due to workforce gap that requires immediate and specialized support.Impact: These issues could cause significant disruptions to our satellite communications operations, impacting overall mission effectiveness.End State: By addressing these challenges, we aim to achieve stable and efficient satellite ground station operations with minimal downtime.1.3 Vision and Expected OutcomesThe goal is increase SATCOM support services, by seeking support from SATCOM technicians in order to ensure continuous and effective support for our satellite ground stations.The desired outcomes include1. - Enhanced reliability and performance of satellite communication systems2. - Timely resolution of technical issues to minimize operational disruptions.3. - Improved overall efficiency and effectiveness of ground station operations.2 DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.)We are seeking support for our Satellite Communication Support team.The Service Provider will be responsible for the installation, maintenance, and repair of satellite communication systems.The service provider shall offer support services including the following activities: with excellent technical skills, problem-solving abilities, and a commitment to providing top-level customer service2.1 Installation and Setup:The complete Installation and the configure configuration of all elements of a satellite communication system.Baseband elements: SATCOM modems, routers, switches, media converters, matrix switches, line amplifiers and other active and passive elements.Low and high power RF elements: UP/Down Converters, Intermediate and high power amplifiers, LNA's, RF over Fiber converters and other active and passive RF elements.Antenna elements: Motor DC/AC, power/servo drives, gearbox, Antenna control system elements, Dehydrator.Monitor and Control system: workstations, servers, gateways, Digital signal processors, network elements and analogue/digital interface elements.Software: Windows, Linux, Network IOS, proprietary system monitor and control application software, software system configurations.2.2 The Updates/changes of hardware and software configuration:On all satellite station elements as required or ordered / requested.Satellite link setup network, baseband and RF configuration.Software / configuration update and patches on all systems as required.2.3 The installation of Power/data cable and fibre optic cable, maintaining, labelling and updating as-built documents.2.4 To support the local Power technician in install and setup:Power generation and distribution systems.Heating and cooling systems.Ancillary systems.(Fuel, water supply domestic and fire protection.)2.4.1 Maintenance and Repair:Conduct regular maintenance inspections of all active/passive SATCOM, Power, HVAC, security and ancillary elements/systems following the guidelines and instructions of the specific system preventive maintenance procedure to ensure the systems are functioning correctly.Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections.2.4.2 Conduct regular preventive maintenance tasks:Cleaning of all active and passive elements/systems SATCOM, Power, HVAC, security, ancillary and system room/locations following the guidelines and instructions of the specific system preventive maintenance procedure.Greasing of mechanical parts following the guidelines and instructions of the specific system preventive maintenance procedure.Measure and adjust where required of active/passive electronic elements/systems following the guidelines and instructions in the specific system preventive maintenance procedure.Assist power technician in preventive maintenance tasks as required.Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly and yearly preventive maintenance tasks.2.4.3 Diagnose and repair any issues with SATCOM, Power, HVAC, security and ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.2.4.4 Replace faulty components and update software of SATCOM, Power, HVAC, security, ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.2.5 Service Delivery Support2.5.1 Stakeholder Management:Communicate with team members and customers to understand their needs and provide updates and solutions.2.5.2 Service Support:Provide technical support and troubleshooting assistance for local and remote users/customers.2.5.3 Configuration management:Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook.Support Model: The service needs to be delivered under the lead by the site Station Commander and integrated with the current on-site support team on a 24/7 basis.2.6 Others2.6.1The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager.3 SERVICE KPIs AND DELIVERABLESObjective KPI01:Maintain accurate records of services providedStandard: 100% accuracy in recordsPerformance Threshold: 98% accuracy in recordsPenalty (if under performance threshold): 1%Method of Report: Regular audits, record reviewsObjective KPI02:Conduct regular maintenance inspectionsStandard: 100% of inspections completed as per schedulePerformance Threshold: 95% of inspections completed on timePenalty (if under performance threshold): 1%Method of Report: Maintenance logs, inspection reportsObjective KPI03:Perform preventive maintenance tasksStandard: 100% of tasks completed as per schedulePerformance Threshold: 98% of tasks completed without issuesPenalty (if under performance threshold): 1%Method of Report: Maintenance logs, task checklistsObjective KPI04:Diagnose and repair issues promptlyStandard: 100% of issues diagnosed and repaired within 48 working hoursPerformance Threshold: 95% of issues resolved within 48 working hoursPenalty (if under performance threshold): 1%Method of Report: Incident reports, repair logsObjective KPI05:Install and configure all elements of a satellite communication systemStandard: 100% of elements installed and configured correctlyPerformance Threshold: 95% of elements installed and configured correctly on the first attemptPenalty (if under performance threshold): 1%Method of Report: Regular audits and inspections, checklists, and system testsObjective KPI06:Perform hardware and software configuration updates/changesStandard: 100% of updates/changes completed as requiredPerformance Threshold: 98% of updates/changes completed without errorsPenalty (if under performance threshold): 1%Method of Report: Change management logs, system performance monitoringObjective KPI07:Install and maintain power/data and fibre optic cablesStandard: 100% of cables installed and maintained as per standardsPerformance Threshold: 97% of cables installed and maintained without issuesPenalty (if under performance threshold): 1%Method of Report: Visual inspections, cable testing, and documentation reviews4 PAYMENT MILESTONESThe payment shall be dependent upon successful acceptance of the Monthly Service Performance Report (Annex B), listing the KPI completion and penalties if applicable, signed by the Station Commander or authorized point of contact and the Contractor.Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor.Payment schedule will be according to payment milestones upon completion.Upon completion and validation of each milestones and at the end of the monthly milestone, following the acceptance of the Monthly Service Performance Report (Annex B).Payments will be made according to the following schedule:**** BASE: 02 FEBRUARY **** TO 31 DECEMBER ****Associated Deliverables: Provision of support services to SATCOM technical As per section 2Completion deadline: 8 Feb ****, 31 Mar ****, 30 Apr ****, 31 May ****, 30 Jun ****, 31 Jul ****, 31 Aug ****, 30 Sep ****, 31 Oct ****, 30 Nov ****, 31 Dec ****.Payment Amount: 1/11 total cost for **** per month of ceiling price (The deadline's split is calculated considering a starting date 13 October ****. This will be adjusted based on actual starting date).Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor.This document will accompany the invoice.The deadline's split is calculated considering a starting date 02 February ****.This will be adjusted based on actual starting date.****, **** OPTION: 01 JANUARY TO 31 DECEMBER *********Monthly Associated Deliverables: As per section 2Completion Deadlines: 31 Jan, 28 Feb, 31 Mar, 30 Apr, 31 May, 30 Jun, 31 Jul, 31 Aug, 30 Sep, 31 Oct, 30 Nov, 31 DecMonthly Payment Amount: 1/12 total cost for the calendar yearMonthly Payment Document: Completion of each milestone will be documented in the Monthly Service Performance Report (Annex B), which will be signed for acceptance by the Station Commander or authorized point of contact and the Contractor.This document will accompany the invoice.5 PRACTICAL ARRANGEMENTPlace of Performance: The contractor will provide the service at the NCI Agency in Kester - Belgium, in designated as Class II Security Area.Travel Requirement: Travel may be required to other Purchasers' locations on exceptional basis.Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract and NCIA Travel DirectiveHours of Operation: The Contractor is expected to provide services during Purchaser's working hours — Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.Additionally, there might be a need that during the month services to be provided on a rotating shift schedule, which can include weekdays, weekends, and national holidays.These shifts are typically 24 hours in duration, followed by a subsequent 5-day off period (max. 5 shifts per month).Safety and Compliance and other arrangement:• Follow all safety protocols to prevent accidents and injuries.• Ensure compliance with agency, industry standards and regulations.• Keep up-to-date with the latest advancements in SATCOM and networking communication technology used on site.• The Contractor shall manage and be responsible for all activities mentioned in the Section 2.• The Supplier shall strive to lower the rotation of Contractor's personnel and maintain the same staff Contractor working under this SoW.• The Purchaser will support the Contractor with access to the IT systems as required.• The Contractor shall install and operate the equipment following the manufacturer's requirements.• The Contractor shall minimize the impact to the service during the execution of the work.• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.• The Contractor will report to and receive guidance from The Station Commander, Station Engineer Lead and Service SATCOM Operations Lead.• The Contractor shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scope6 SERVICE DELIVERY REQUIREMENTS[See Requirements]6 SERVICE DELIVERY REQUIREMENTSThe Contractor's personnel should fulfil the following requirements:- Ability to work on 24 hr shifts- Security Clearance: The Contractor shall possess valid NATO-SECRET Personal Security Clearances for the duration of the Contract performance- Language Proficiency: English: C1 (mandatory) + Local assignment language fluency (nice to have)Past Performance and Qualifications:- High school diploma or a degree in electronics or a related network/ communication field experience of 10 years is required.- At least 5 year of experience as a satellite technician or in a similar role.- Good knowledge of electronic and RF measurement instruments, proficiency with hand and power tools.- Excellent customer service and communication skills.- Valid driver's license and reliable transportation.- Preferred Certification CompTIA A+ or Network+ certification#J-*****-Ljbffr