Service Desk Technician

il y a 3 semaines

Mons, Wallonie, Belgique Spektrum Temps plein

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

  • Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
  • Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
  • Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
  • Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
  • Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, the NCI Agency needs to build and maintain a high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categories: NATO International Civilians (NICs), Military (Mil), and Interim Workforce Consultants (IWC). The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

  • 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 networks.
  • 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 the correct second-line support area and facilitating 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.

Essential Skills and Experience

  • 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.
  • Experience in using 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 documentation 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.
  • Minimum 1-year experience in Service Desk Operations within the last three years.
  • Experience in performing user administration in MS Active Directory and Exchange.

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.

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 the 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.

Working Location

  • Mons, Belgium

Working Policy

  • On-Site
  • Working underground and/or secured areas.
  • Working hours based on a shift pattern might be required.

Travel

  • Up to 4 TDYs in Belgium per year are foreseen for this post.

Security Clearance

  • Valid National or NATO Secret personal security clearance.
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