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Il y a 7 mois
**Senior Technician CSD level B4
- **Working Location**:Mons, Belgium**
- **Security Clearance**: NATO Secret**
- **Language**:High proficiency level in English language
**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- 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 7 and 10, MS Office, Visio, MS Project and Internet Explorer are essential
- 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 (Bluetooth and GPRS/UMTS)
- Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration
**DUTIES/ROLE**:
- 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
- Perform On-Call level 1 service support either remotely or on site
- Performs other duties as may be required
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