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C004104 Senior Technician CSD (NS) - MON 10 Mar

Bergen, Henegouwen, Belgium

C004104 Senior Technician CSD (NS) - MON 10 Mar

Deadline Date: Monday 10 March 2025
Requirement: Senior Technician CSD
Location: Mons, BE
Full Time On-Site: Yes
Scope (hours): 1000
Required Start Date: 20-APR-2025
Contract End Date: 31-DEC-2025
Required Security Clearance: NATO SECRET
Specific Working Conditions:
Working underground and/or secured areas; Working hours based on a shift pattern might be required; Up to 4 TDYs in Belgium per year are foreseen for this post.
Duties and Role:
Under the direction of the ESOC Centralised Service Desk Section
Head, but largely under own initiative, the incumbent will cover the
following duties:

Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network
Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second, line support in case of performance degradation or downtime
Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system
functionality

Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications
Support in planning and conducting exercises
Perform level 1 service support either remotely or on site.
Performs other duties as may be required.
Requirements
At least 1 year of recent experience, related to IT Service Desk functions;
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;
Extensive experience in end user support in general;
Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.;
Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, Microsoft Edge;
Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
Experience of Outlook configuration, administration, and Skill, Knowledge & Experience: troubleshooting in MS Active Directory and Exchange;
Good knowledge of network technologies including VPN, WiFi networks and mobile data communications;
Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration;
Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience
Essential Experience and Education:
Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience.
Minimum 1-year experience in Service Desk Operations within the last three years.
Experience in end user support in general.
Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
Experience in performing user administration in MS Active Directory and Exchange.
Knowledge of Outlook configuration, administration, and troubleshooting in an MS exchange environment.
Desirable Experience and Education:
Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network;
Security, SCCM software deployment, SCCM remote desktop management;
ITIL Foundation;
Competency in call centre tracking tools;
Prior experience supporting customers in use of application software;
Proficiency in using support software tools;
Customer service orientation and/or prior customer service training;
Strong experience with automating IT tasks and processes and procedures;
Knowledge of the NCIA;
General knowledge of NATO responsibilities and organization.

EMW