Senior Technician CSD Level B4

Reference: C001091/12Location: Mons, BelgiumContract Period: December 31, 2026Security Clearance: NATO SecretPosition OverviewWe are recruiting a Senior Technician for our Centralized Service Desk to provide expert-level IT support across NATO's NU, NR, and NS networks. This position requires a service-oriented professional who excels in fast-paced technical support environments and can deliver both remote and on-site assistance.Key ResponsibilitiesIT Service Desk OperationsProvide timely and accurate end-user support including incident management, problem escalation, and remote assistanceDeliver user training and guidance on NATO network systemsPerform on-call Level 1 service support both remotely and on-siteProactive System MonitoringMonitor IT Service Desk incident management systems continuouslyIdentify and act on incidents promptlyAlert second-line support teams of performance degradation or system downtimeAdvise ITCS management on corrective or procurement actions for system weaknessesIncident Management & EscalationGather comprehensive information for trouble tickets to enable effective escalationRoute issues to appropriate second-line support teamsFacilitate rapid resolution through accurate problem documentationSoftware Provisioning & MaintenanceEnsure timely deployment and maintenance of client softwareSupport standard office automation software and specialized business applicationsMaintain custom NATO software applicationsAdditional DutiesPerform other duties as assignedRequired QualificationsEssential Experience:Minimum 1 year recent experience in IT Service Desk functionsDetailed knowledge and hands-on experience with Microsoft Windows Operating Systems (Windows 7)Detailed knowledge and experience with Microsoft Office 2010 Enterprise Edition (including Office Communicator 2007/Lync 2010)Knowledge and experience with Microsoft Windows Office SharePoint Server 2007/2010 from an end-user perspectiveStrong understanding of network technologies including VPN, WiFi networks, and mobile data communications (Bluetooth, GPRS/UMTS)Required Skills & AttributesService-minded attitude with strong interpersonal skillsGenuine interest in direct user interaction and supportExcellent problem-solving and communication abilitiesAbility to work effectively under pressure in a security-sensitive environmentWorking ConditionsFull-time on-site positionWorking in secured areasTotal scope: 1,733 hoursBenefits:Private InsuranceA dynamic challenging environment resulting in continuous learning / education / progressionAbility to work with cutting edge technologiesPleasant working environmentAbility to expand knowledge and responsibilitiesUpcoMinds is a dynamic IT company with 28 years of experience that provides end-to-end web and mobile solutions helping businesses to reinvent themselves in the digital world. Our team's skills and expertise will ensure the holistic digital transformation of any organization, which will considerably improve both business operations and customer's experience.Our goal is to always have our end products and services reflect our deep engineering skills and elegant progressive design aesthetic. We fundamentally believe deeply in developing long term strategic partnerships with our clients by exceeding expectations and maintaining a high level of transparency.Find out more about us at www.upcominds.comWe commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don't hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job. Your CV will be retained for two years in accordance with GDPR regulations.