AAS-C001613 - Snr Technician CSD (NS), Mons - FRI 30th July

작업 내용

DEADLINE DATE: FRIDAY 30th JULY 2021
Requirement Title: Senior Technician CSD
Equivalent NATO Grade: G10/54
IWC Work Location: Mons, BE
Full time on-site: Yes
Required Start Date: 01-SEP-2021
Total Scope of the request (hours): 600
Specific Working Conditions: Working in secured areas
Required Security Clearance: NATO Secret

• 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
• Perform On-Call level 1 service support either remotely or on site.
• Performs other duties as may be required.

Requirements:

• Required Security Clearance: NATO Secret
• 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 7 and 10 , MS Office, Visio, MS Project and Internet Explorer are essential;
• 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 troubleshooting in MS Active Directory and Exchange. Good knowledge of network technologies including VPN, WiFi networks and mobile data communications (Bluetooth and GPRS/UMTS)
• 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.

Benefits:
Required Security Clearance: NATO Secret

Job Type: Full-time