C004104 Senior Technician CSD

il y a 2 semaines


Mons, Wallonie, Belgique EMW Temps plein

Deadline Date: Monday 10 March 2025

Requirement: Senior Technician CSD

Location: Mons, BE

Full Time On-Site: Yes

Scope (hours): 1000

Required Start Date: 20-APR-2025

Contract End Date: 31-DEC-2025

Required Security Clearance: NATO SECRET

Specific Working Conditions:
Working underground and/or secured areas; Working hours based on a shift pattern might be required; Up to 4 TDYs in Belgium per year are foreseen for this post.

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.
  • Support in planning and conducting exercises.
  • Perform level 1 service support either remotely or on site.
  • Perform other duties as may be required.
Requirements:
  • 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 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 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 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.
Essential Experience and Education:
  • 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.
Desirable Experience and Education:
  • Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management.
  • ITIL Foundation.
  • Competency in call centre tracking tools.
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Customer service orientation and/or prior customer service training.
  • Strong experience with automating IT tasks and processes and procedures.
  • Knowledge of the NCIA.
  • General knowledge of NATO responsibilities and organization.
Seniority level:

Mid-Senior level

Employment type:

Contract

Job function:

Engineering and Information Technology

Industries:

IT Services and IT Consulting

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