SC2023-002889 IT Kiosk Technician (Ops & Lifecycle Mgmt) (NS) - WED 21 JUN

工作内容

Deadline Date:Wednesday 21 June 2023Requirement:IT Kiosk Technician (Operations & Lifecycle Management)Location:Braine L’Alleud, BEFull time on-site: YesTime On-Site:100%NATO Grade: A/56Total Scope of the request (hours): 924Required Start Date: 7 August 2023End Contract Date: 31 December 2023Required Security Clearance: NATO SECRETDuties and Role:Under the direction of the Section Head and Team Leader, the incumbent will perform duties such as the following:

• Be the primary point of contact for users seeking technical assistance who go to IT Kiosk or over the phone / email
• Perform presential or remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the user through the problem-solving process
• Training users in best practices
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
• Installation of approved applications, as required
• Ensure baseline compliance (e.g. the clients meet the minimum baseline applications as defined)
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the Ticketing Tool.
• Follow-up and update users status and information.
• Support to Incident Management and Request Fulfilment activities whenever Level 1 support (or upper Levels) and emergency on-site assistance is required, to guarantee the compliance with defined SLAs and ensure that the services remain operational on the state-of-art established and agreed.
• Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
• Actively participate and support Continuous Service Improvement (CSI) for assigned services (ex: identify and suggest possible improvements on technical procedures and user guidance).
• Pass on any feedback or suggestions by users to the appropriate internal channels
• Identify and suggest possible improvements on procedures
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.

Travel:

• Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices;
• May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

Professional Contacts:The incumbent is responsible for promoting and maintaining professional relations with co-workers within the Organizational Element and in the Agency, and on occasion with staff in other NATO organizations and with contacts from external bodies.Supervisory/Guidance Duties:The incumbent may be required to give professional assistance to his/her colleagues.RequirementsSkill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years post-related experience.
• Prove experience of at least two (2) years as Help Desk Technician or as IT Kiosk Technician
• High working knowledge in configuring end-user devices [i.e. MS Office packages, email client, computer drivers, workstations, laptops, tablets, smartphones (preferably iPhones) and external devices];
• Good troubleshooting skills in LAN / WAN and client / server environments;
• Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions);
• Working knowledge of directory services such as Active Directory;
• High knowledge of TCP/IP based networks and related protocols;
• xperience in Incident, Request Fulfilment and Problem Management;
• Experience in usage of Tickets management tools (for instance ITSM);
• At least one intermediate Microsoft certification from the following table or equivalents valid certifications (but not limited to): Microsoft Office Specialist: Outlook 2013; Azure Virtual Desktop Specialty; Microsoft Office Specialist 2013 Master; Security Operations Analyst Associate; Modern Desktop Administrator Associate; Microsoft Office Specialist: Expert (Microsoft 365 Apps); Microsoft Office Specialist: 2016 Master

Desirable Experience and Education:

• Holder of several Intermediate certifications (more than one) and at least one Advance certification;
• Prior experience of working on an IT Kiosk;
• Working knowledge of ITIL v3/v2011 or ITIL 4;
• Prior experience of working in an international environment (preferably NATO);
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies;

Language Proficiency:

• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

NOTE: Most of the work of the NCI Agency is conducted in the English language.Competencies or Personal Attributes:

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well;
• Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment;
• Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions;
• 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;
• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.