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Client:
EMW, Inc.
Location:
Job Category:
Other
EU work permit required:
Yes
Job Reference:
a835868b7ba0
Job Views:
2
Posted:
21.03.2025
Expiry Date:
05.05.2025
Job Description:
Deadline Date: Monday 31 March 2025
Full time on-site: Yes
Total Scope of the request (hours): 836
Required Start Date: 12-MAY-2025
End Contract Date: 31-DEC-2025
Required Security Clearance: NATO Secret
Specific Working Conditions: n/a
Duties and Role:
* Provide 1st level ICT support to users via available communication channels: telephone, IT Service Management systems, email or walk-in IT KIOSK
* Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):
* Laptops: VPN connectivity, Microsoft products, Business Applications
* Mobile devices (phones & tablets): MDM platforms, work environment applications, enrolment and configuration of devices
* User Access Management
* Lifecycle of Service Management tickets
* Service Request Management
* Change Management and Change Coordination
* IT Asset Management
* Keep asset management systems up to date
* Knowledge Management
* Create, maintain and utilise SOP, processes and support documentation
* Provide input and contribute to CSI initiatives
* Able to work with limited supervision
* Perform other duties as may be required
Competencies or Personal Attributes:
* Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
* Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
* Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
* Communication Skills – Good diplomacy and tact
Requirements:
* NATO Secret security clearance
* Relevant Service Desk 1st level support experience is a must
* Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
* Extensive knowledge of Microsoft desktop applications and OS
* Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
* Extensive knowledge of VPN software and VPN troubleshooting
* Minimal Mobile Device Management (MDM) knowledge required
* Language Skills – NATO HQ official languages are English and French. Both are required:
* A thorough knowledge of English, both written and spoken
* A good working knowledge of French (spoken)
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