2024-0168 SATCOM Tech Support Services NS ITALY - 16 Jul RELAUNCH

Deadline Date: Wednesday 16 July 2025

Location: Lughezzano, ITALY

Required Start date: 1 September 2025

Requirement: Provision of SATCOM Technical Support Services

Full Time On-Site: Yes

Time On-Site: 100%

Not to Exceed: 2025 Base Period: 26,910.00 EUR, 2026 Option: 82,170.00 EUR, 2027 Option: 84,519.00 EUR, 2028 Option: 86,868.00 EUR

Period of Performance: 2025 Base: 1 September 2025

Required Security Clearance: NATO SECRET

Project Specifics:

Background: The 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. NIMSC 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), and Costa Da Caparica (PRT).

Objective: The main objective of this Statement of Work (SOW) is to provide SATCOM support services to keep satellites anchor stations systems fully functional and operational.

• Enhanced reliability and performance of satellite communication systems
• Timely resolution of technical issues to minimize operational disruptions
• Improved overall efficiency and effectiveness of ground station operations

General Requirements:

• The Contractor shall manage and be responsible for all activities mentioned in the Section 2.
• The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor’s personnel with access to the IT systems as required.
• The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• 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.

Practical Arrangements:

• Place of Performance: The contractor will work under NCI Agency AAS Framework contract (CO-115786-AAS+) for the NCI Agency in Lughezzano (Italy) 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 Directive.
• Hours of Operation: The Service shall be operated during Purchasers’ specific requirements and be able to operate 24/7.
• Customer Service: 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.
• Communicate with team members and customers to understand their needs and provide updates and solutions.
• Provide technical support and troubleshooting assistance for local and remote users/customers.
• Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook.

Safety and Compliance:

• 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.

Service Delivery Requirements:

The Contractor’s personnel should fulfil the following requirements:

• Ability to work on 24/7 shifts
• Security Classification: NATO SECRET
• Language Proficiency: English: B2 + Local assignment language fluency

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.
• National Certification: BA4 / BA5, Working at Heights (Kester)
• Preferred Certification CompTIA A+ or Network+ certification