IT Kiosk Technician

**IT Kiosk Technician (Ops & Lifecycle Mgmt)
***

**Working Location**:
**Braine - l'Alleud, Belgium**
- **Security Clearance**: NATO Secret**
- **Language**:High proficiency level in English language

**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years postrelated 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 Qualifications/Experience**:

- Holder of several Intermediate certifications (more than one) and at least one Advance certification
- Prior experience of working on an IT Kiosk
- Working knowledge of ITIL v3/v2011 or ITIL 4
- Prior experience of working in an international environment (preferably NATO)
- Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies

**DUTIES/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
- Travel:
ü Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices

ü May be required to undertake duty travel to operational theatres inside and outside NATO boundaries