IT Kiosk Tech
il y a 3 semaines
Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
**Whom 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 that NATO's military commanders use 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.
Overall, the NCIA is critical 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 in the modern, evolving, dynamic environment, the NCI Agency must build and maintain a high-performance-engaged workforce. The NCI Agency workforce strategically consists of three major categories: NATO International Civilians (NIC)s, Military (Mil), and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and comprise approximately 15 percent of the workforce.
**Duties and Role**:
- Perform presential or remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Walk the user through the problem-solving process
- Training users in best practices
- End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in the Ticketing Tool.
- Follow-up and update users status and information.
- Support to Incident Management and Request Fulfilment activities whenever Level 1 support (or upper Levels) and emergency on-site assistance is required, to guarantee the compliance with defined SLAs and ensure that the services remain operational on the state-of-art established and agreed.
- Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
- Actively participate and support Continuous Service Improvement (CSI) for assigned services (ex: identify and suggest possible improvements on technical procedures and user guidance).
- Pass on any feedback or suggestions by users to the appropriate internal channels
- Identify and suggest possible improvements on procedures
- Deputize for higher-grade staff, if required.
- Perform other duties as may be required.
**Requirements**:
**Skill, Knowledge & Experience**:
- Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years post-related experience.
- Prove experience of at least two (2) years as Help Desk Technician or as IT Kiosk Technician
- Good troubleshooting skills in LAN / WAN and client / server environments;
- Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions);
- Working knowledge of directory services such as Active Directory;
- High knowledge of TCP/IP based networks and related protocols;
- Experience in Incident, Request Fulfilment and Problem Management;
- Experience in usage of Tickets management tools (for instance ITSM);
- At least one intermediate Microsoft certification from the following table or equivalents valid certifications (but not limited to): Microsoft Office Specialist: Outlook 2013, Azure Virtual Desktop Specialty, Microsoft Office Specialist 2013 Master, Security Operations Analyst Associate, Modern Desktop Administrator Associate, Microsoft Office Specialist: Expert (Microsoft 365 Apps), Microsoft Office Specialist: 2016 Master
**Desirable Experience and Education**:
- Holder of several Intermediate certifi
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