Chief Technician

**EXPERIENCE AND EDUCATION**:
**Essential Qualifications/Experience**:

- Higher vocational training in a relevant discipline with 4 years post related experience. Or a secondary educational qualification with 6 years post-related experience
- 4+ years' experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization
- Proven experience in implementing, maintaining and validating Skype for Business and/or Exchange infrastructure solutions based on the commercial and governmental best practises
- Excellent troubleshooting skills of the server (MS Exchange/Skype) and client side (MS Outlook/Skype desktop client)
- Demonstrable knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems, storage, and virtualization technologies
- Practical experience of Windows Operating System, Active Directory, DNS, PowerShell scripting and the Exchange Management Shell
- Proven experience in handing and prioritizing multiple assignments
- Proven experience in managing internal and external stakeholders
- Very good experience with troubleshooting and providing end users' support

**Desirable Qualifications/Experience**:

- 4+ years of recent work experience, related to IT system administrator functions of Communication and Collaboration systems, in particular Microsoft Exchange, MS Teams and Skype for Business
- Working knowledge in system management automation and monitoring
- Good understanding of Application security, Internet security and IT data protection mechanisms
- Technical certification in Communication and Collaboration systems: MCSE or equivalent
- ITIL v3/v4 Foundation certificate
- Prior experience of working in an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organization, including ACO and ACT

**DUTIES/ROLE**:

- Systems integration and build:
- Provides technical expertise to enable the configuration of system components and equipment for systems testing
- Collaborates with technical teams to develop and agree system integration plans and report on progress
- Defines complex/new integration builds
- Ensures that integration test environments are correctly configured
- Designs, performs and reports results of tests of the integration build
- Identifies and documents system integration components for recording in the configuration management system; Recommends and implements improvements to processes and tools
- Application support: - Systems installation and removal:
- Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client
- Uses standard procedures and diagnostic tools to test installations, correct problems, and document results
- Records details of all components that have been installed and removed
- Assists users and follows agreed procedures for further help or escalation
- Contributes to the development of installation procedures and standards
- Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online)
- Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational
- Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud)
- Participation in Incident Management, Service Request management representing Collaboration Services
- Participation in Health and Risk Assessment
- Provide inputs to Service Delivery and Service Improvement Plans as a SME
- Execute periodic Continual Service Improvement activities
- Stay abreast of technological developments relevant to the area of work such as Cloud technologies and Security
- Collaborate with outsourcing workforce and help identify opportunities for outsourcing under their area
- Deputize for higher grade staff if needed; Perform other duties as may be required