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.