C001598 Senior Technician CSD level B4 (NS) - THU 22 Feb

Deadline Date:  Thursday 22 February 2024

Requirement: Senior Technician CSD level B4

Location: Mons, BE

Full time on-site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1402

Required Start Date: 1 April 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

• 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
• Perform On-Call 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
• 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.
• 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 7 and 10 , MS Office, Visio, MS Project and Internet Explorer are essential;
• 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 troubleshooting in MS Active Directory and Exchange.
• Good knowledge of network technologies including VPN, WiFi networks and mobile data communications (Bluetooth and GPRS/UMTS)
• 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 orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
• Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience.