C004104 Senior Technician CSD
il y a 2 semaines
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.
- 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.
- 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.
- 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.
- 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.
Mid-Senior level
Employment type:Contract
Job function:Engineering and Information Technology
Industries:IT Services and IT Consulting
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