C003730 Senior Technician CSD (NS) - WED 11 Sep

Deadline Date: Wednesday 11 September 2024

Requirement: Senior Technician CSD

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 520

Required Start Date: 14 October 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.
• Minimum 1-year experience in Service Desk Operations within the last three years.
• Experience in end user support in general.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active Directory and Exchange.
• Knowledge of Outlook configuration, administration, and troubleshooting in an MS exchange environment.
• At least 1 year of recent experience, related to IT Service Desk functions;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;