Senior Technician

Get an edge on advancing your career.

If you’re ready to meet complex challenges, we’re ready to meet you.

MCR is a fast-growing global company headquartered in McLean, VA that supports defense and civilian agencies, NATO, and European ministries that face some of the most complex mission challenges in the world. If you are the best at what you do, we are looking for you. At MCR, you will contribute to programs and projects that matter—to your career, to your fellow citizens, and to your nation. You will use the latest technologies, techniques, and tools. You will be trusted to work independently and make decisions. You’ll be rewarded with top-tier compensation and benefits.

Do you have previous Senior Technician experience? If so, we are searching for someone like you to join our team of experts supporting NATO!

DESCRIPTION OF DUTIES

Your daily role responsibilities with our company will be as follows:

• Responsible for event and incident management for all Telecommunication systems and services of the NATO General Communications Systems to continuously sustain operations.
• Perform incidents dispatching to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted. Ensure Incident Management is conducted in accordance with Incident Management Directives
• Monitor, control and conduct first and some second level of troubleshooting on all components from the NCI Agency customers delivered services throughout NATO
• Liaise and collaborate both internally to NCI Agency and externally with service providers is support of services delivery and system support
• Supporting all functional areas of the NCC, as part of a functional team or within the plans section
• Utilizes automatic data processing devices and tools within the Control Centre environment and uses all available centralized service management tools to restore the service availability and quality at the agreed levels.
• Follows senior guidance and established processes, cooperating when requested, to its development and improvements
• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks
• Perform above mentioned duties also in support of NATO Force Structure (NFS) organizational elements, NATO operations as well as for training and exercises missions
• Work on own initiative with limited supervision, may assist others as required
• Ensure the functional area is manned 24/7
• Coordinates and conducts own work to meet quality targets Supports the resolution of technical issues in a systematic approach
• Maintains sound knowledge on implemented technologies. Seeks recommendations from his/ her superiors for technical solutions.
• Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures
• Provides superior customer service and responsiveness that inspires confidence with the customer
• Applies advanced problem solving skills and experiences in fault resolution
• Assists in creating and maintaining standard operating procedures, processes and support documentation.
• Establishes strong working relations with customers and team members
• Monitors escalation processes to meet SLA, OLA and SSP compliance
• Perform any additional tasks as directed by the NCC Head.

REQUIRED QUALIFICATIONS

If you have passion for the work described above, here are the basic qualifications we are looking for:

• Higher Secondary education and completed higher vocational training leading to a technical or professional certification with 3 years function related experience, or a Secondary education and
• completed advanced vocational training leading to a professional qualification or professional accreditation with 2 years post related experience
• Good knowledge of Local Area Network/Wide Area Network (LAN/WAN), routers and switches and modern communications systems based on IP/MPLS. Prior experience in technical support and assistance for networking, transmission systems and services
• Prior experience in technical support and assistance in one or more from the following : networking, Satellite communication, transmission- and voice systems
• Very good understanding of telecommunications / network / information technology solutions & products
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets
• Incumbent should have knowledge about the following training/certifications: ITIL Foundation V3 / · IP routing & Switching / Collaboration (Voice & VTC )
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements. Proven success as a operational team lead and mentor
• Strong analytical, organization, multitasking and prioritization skills
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation.
• Courses: IP Routing and switching certificates / MPLS / ITIL Foundation V3 certificate / English: SLP 3322 (Listening, Speaking, Reading and Writing)
• In possession of a National and/or NATO Secret security clearance

EQUAL OPPORTUNITY EMPLOYER

MCR, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.

Learn why so many of your highly qualified colleagues are already working at MCR. Check our open positions for opportunities to give your career a distinct edge.

Learn more at MCRI.com/Careers

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