Network Senior Technician

Overview:
Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US and abroad. Our exceptionally talented team is highly collaborative in spirit and practice, producing
_Results that Matter_. Come work with the best We offer opportunity, unique challenges, and clear-sighted commitment to the mission. SPA: Objective. Responsive. Trusted.

SPA has an immediate need for a Network Senior Technician to provide contracting services for NATO.

**Responsibilities**:
Under the direction of SSC/NCC Head and the functional team head, the incumbent will perform duties such as the following:

- Responsible for event and incident management for all Telecommunication systems and services of the NATO General Communications Systems to continuously sustain operations;
- Perform incidents dispatching to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted;
- Ensure Incident Management is conducted in accordance with Incident Management Directives;
- Monitor, control and conduct first and some second level of troubleshooting on all components from the NCI Agency customers delivered services throughout NATO;
- Liaise and collaborate both internally to NCI Agency and externally with service providers in support of services delivery and system support;
- Supporting all functional areas of the NCC, as part of a functional team or within the plans section;
- Utilizes automatic data processing devices and tools within the Control Centre environment and uses all available centralized service management tools to restore the service availability and quality at the agreed levels;
- Follows senior guidance and established processes, cooperating when requested, to its development and improvement;
- Assists in the direction and co‐ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks;
- Perform above mentioned duties also in support of NATO Force Structure (NFS) organizational elements, NATO operations as well as for training and exercises missions.
- Work on own initiative with limited supervision, may assist others as required
- Ensure the functional area is manned 24/7;
- Coordinates and conducts own work to meet quality targets;
- Supports the resolution of technical issues in a systematic approach;
- Maintains sound knowledge on implemented technologies.
- Seeks recommendations from his/ her superiors for technical solutions;
- Prioritises and diagnoses incidents according to agreed procedures;
- Investigates causes of incidents and seeks resolution;
- Escalates unresolved incidents. Facilitates recovery, following resolution of incidents;
- Documents and closes resolved incidents according to agreed procedures;
- Provides superior customer service and responsiveness that inspires confidence with the customer;
- Applies advanced problem solving skills and experiences in fault resolution;
- Assists in creating and maintaining standard operating procedures, processes and support documentation;
- Establishes strong working relations with customers and team members;
- Monitors escalation processes to meet SLA, OLA and SSP compliance;
- Perform any additional tasks as directed by the NCC Head.

Qualifications:
**Required Qualifications**:

- Higher Secondary education and completed higher vocational training leading to a technical or professional certification with 3 years function related experience,
- Or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 2 years post related experience;
- Good knowledge of Local Area Network/Wide Area Network (LAN/WAN), routers and switches and modern communications systems based on IP/MPLS. Prior experience in technical support and assistance for networking, transmission systems and services;
- Prior experience in technical support and assistance in one or more from the following: networking, Satellite communication, transmission and voice systems;
- Very good understanding of telecommunications / network / information technology solutions & products;
- Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets.
- Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements. Proven success as a operational team lead and mentor;
- Strong analytical, organization, multitasking and prioritization skills;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organiz