Service Engineer – Mobility Support

· A university degree in Engineering, IT Communications, Computer Sciences, or related discipline, or a higher secondary education and completed advanced vocational training leading to professional qualifications with at least 5 years’ experience in IT Engineer
· Extensive knowledge and experience on tools and technologies for the management of Mobility Services (Enterprise Mobility Management platforms providing Mobile Device Management, Mobile Apps management, Mobile Identity, Mobile Content Management, Mobile Threat Defense; Mobility Data in transit (VPN, secure gateways, wireless);
· Knowledge and experience related to design, implementation, operation, maintenance, support, configuration and administration of Smartphones and Tablets (e.g. iPhones and iPads).
· Experience on Remote access technology and devices to support mobile workforce
· Sound practical experience in the management, design, implementation, support, testing and maintenance of assigned services as mentioned above.
· Experience in all Lifecycle aspects of Information Systems to achieve effective system development and deployment
· Sound knowledge of IT Services Lifecycle
· Knowledge and experience in state-of-the-art technologies, relevant to the work
· Experience of working in an (international) environment, comprising both military and civilian staff

Desirable Qualifications/Experience:
· Advanced/Graduate degree in a field related to the function of the post and other professional certificates for the products/technologies described
· Experience on Mobile Apps integration with Digital Workplace Services and Enterprise Applications
· Mobile Apps Development tools
· Mobile Secure Communication solutions on smartphones (end-to end encryption of voice/video calls and text messages)
· Knowledge of Data Classification and information protection technologies and products
· Experience and/or professional certification in the design, implementation and administration of COTS products such as: MS Windows Server, Linux, Oracle, MS SQL, VMware, MS Hyper-V, MS SharePoint, MS Active Directory and Active Directory Federation Services, MS Exchange, MS Skype for Business, VDI, Storage, or Client OS (Windows, macOS, iOS/iPadOS)
· Prior experience of working in an international environment
· Working knowledge of Project Management & ITIL (Services Management (i.e. SLA compliancy).
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including ACO and ACT
· ITIL, Prince2, Enterprise Mobility Management Tools experience (MobileIron, Intune)

DUTIES/ROLE:
· Engineers and supports the effectiveness and efficiency of the Workplace Services in the area of Mobility, throughout the service lifecycle, participating in each function, as well as coordination and communication between support and service provider
· Performs implementation and maintenance of authorised software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security
· Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure assigned services remain operational
· Monitors service delivery performance and takes corrective action where necessary; participate to Services Management and Control activities as required. Analyse and validate operational reporting based on KPI on available underpinning contracts; contribute to definition of KPI or their enhancement as required
· Supports and assists in all aspect of resource management (distribution, allocation, planning estimation and execution)
· Actively participates and supports Continuous Service Improvement (CSI) for Mobility Services
· Adheres to NCI Agency guidance and directives, and more generally NATO Standards
· Frequent internal and external coordination with operational staff from other NATO divisions and branches, ACO Headquarters and operational units, concerning the resolution of system problems and communications issues and provision of technical guidance
· Maintaining contact as required with representatives of industrial organizations within the NATO nations