C003650 Senior Technician CSD level B4 (NS) - FRI 12 Jul

Deadline Date: Friday 12 July 2024

Requirement: Senior Technician CSD level B4

Location: Brunssum, NL

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 850

Required Start Date: 19 August 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the ESOC Centralised Service Desk Section Head, but largely under own initiative, the incumbent will cover the following duties:

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network
• Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second, line support in case of performance degradation or downtime
• Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications
• Support in planning and conducting exercises
• Perform level 1 service support either remotely or on site.
• Performs other duties as may be required.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience.
• At least 1 year of recent experience, related to IT Service Desk functions;
• Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;
• Extensive experience in end user support in general;
• Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.;
• Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, Microsoft Edge;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience of Outlook configuration, administration, and Skill, Knowledge & Experience: troubleshooting in MS Active Directory and Exchange;
• Good knowledge of network technologies including VPN, WiFi networks and mobile data communications;
• Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration;
• Customer focus and service orientatio