Senior End-user Support Specialist

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.

**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.

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, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: 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 make up approximately 15 percent of the total workforce.

**Role ID - C004217**

**Role Duties and Responsibilities**
- Support the effectiveness and efficiency of Assigned IT Services in the area of responsibility (Operations & Lifecycle Management), such as Managed Devices, REACH Mobile Workspace, Print/Scan/Copy, and Enterprise Managed Mobility Devices throughout the service lifecycle, participating to each function as well as coordination and communication between support and service provider under the guidance of Section Head and Team Leader.
- Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure Assigned services remain operational to guarantee the compliance with defined SLAs and ensure that the Assigned services remain operational on the state-of-art established and agreed.
- Maintain working knowledge of most recent technology developments
- Identification of operational problems and contribution to their resolution
- Give technical briefings and presentations; write and/or review technical reports, designs and point
- papers for publication
- Provide personal, technical and professional support and guidance for section staff and in the development and tutoring to staff as an integral part of their career development
- Monitors service delivery performance and takes corrective action where necessary; participate to Services Management and Control Activities as required. Analyse and validate operational reporting based on KPI on available underpinning contracts; contribute to definition of KPI or their enhancement as required.
- Actively participate and support Continuous Service Improvement (CSI) for assigned services.
- The incumbent may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract. He/she may be required to perform on-call support during off-duty hours.
- Deputize for higher-grade staff, if required.
- Perform other duties as may be required.

**Essential Skills and Experience**
- Excellent 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);
- High working knowledge of directory services such as Active Directory;
- High working knowledge in configuring Client devices via Active Directory GPO;
- High knowledge of TCP/IP based networks and related protocols;
- Deep experience on Windows PowerShell scripting and Windows Scripting Host;
- Detailed knowledge of Virtualization Client Solutions (VMWare V- Sphere);
- Deep experience on McAfee ePO and related security areas;
- At least seven years of experience in managing and Administering User's client devices (e.g. Desktop