Senior Technician CSD

Halle-Vilvoorde, Belgium | Posted on 02/25/2025

Minimum Requirements:

1. At least 1 year of recent experience related to IT Service Desk functions.
2. Prior experience of working in an international environment comprising both military and civilian elements.
3. Knowledge of service operations, processes, service delivery, reporting, and continuous improvement.
4. Extensive experience in end-user support in general.
5. Experience in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.
6. Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, Microsoft Edge.
7. Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
8. Experience of Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange.
9. Good knowledge of network technologies including VPN, WiFi networks and mobile data communications.
10. Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration.
11. Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
12. Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience.
13. 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.
14. Minimum 1-year experience in Service Desk Operations within the last three years.
15. Experience in performing user administration in MS Active Directory and Exchange.
16. Knowledge of Outlook configuration, administration, and troubleshooting in an MS Exchange environment.

Desirable Qualifications/Experience:

1. Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network.
2. Competency in call centre tracking tools.
3. Prior experience supporting customers in use of application software.
4. Proficiency in using support software tools.
5. Customer service orientation and/or prior customer service training.
6. Strong experience with automating IT tasks and processes and procedures.
7. Knowledge of the NCIA.
8. General knowledge of NATO responsibilities and organization.

DUTIES/ROLE:

1. 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.
2. 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.
3. Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality.
4. 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.
5. Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications.
6. Support in planning and conducting exercises.
7. Perform level 1 service support either remotely or on site.
8. Perform other duties as may be required.